At a Glance
- Tasks: Lead a team of support engineers to deliver top-notch service and customer satisfaction.
- Company: Join a growing tech team in Solihull with a collaborative spirit.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on mentoring and developing your team.
- Why this job: Make a real impact by driving team success and enhancing service delivery.
- Qualifications: 5+ years in Service Desk Management with strong technical support experience.
The predicted salary is between 45000 - 45000 € per year.
We are looking for an experienced Service Desk Manager to join a growing technology team based in Solihull.
The Role
You'll be responsible for leading a team of support engineers, ensuring high-quality service delivery, strong SLA performance, and excellent customer satisfaction. This is a hands-on leadership role where you'll combine technical knowledge with people management to drive team success.
Key responsibilities include:
- Managing day-to-day service desk operations and team performance
- Monitoring SLAs, KPIs, and overall service delivery through reporting tools
- Acting as an escalation point for technical and client issues
- Supporting and mentoring team members to improve performance and capability
- Driving a strong, process-led approach to service delivery
- Prioritising workloads and ensuring tickets are handled efficiently
- Collaborating with internal teams to ensure seamless support
About You
- Minimum 5 years' Service Desk Management experience
- Strong technical support background is essential
- Proven experience leading and supporting service desk teams
- Strong understanding of SLA/KPI-driven environments
- A team player with a hands-on leadership style
- Process-driven with excellent organisational skills
- Passionate about helping and developing support staff
- Excellent communication and stakeholder management skills
Service Desk Manager employer: ECS
ECS Resource Group is an exceptional employer, offering a dynamic work environment in Solihull where innovation meets collaboration. With a strong focus on employee development and a hands-on leadership approach, we empower our Service Desk Managers to lead their teams effectively while enjoying the flexibility of 4 days onsite and 1 day working from home. Our commitment to high-quality service delivery and customer satisfaction ensures that you will be part of a supportive culture that values your contributions and fosters professional growth.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the tech industry, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings that might not even be advertised yet.
✨Tip Number 2
Prepare for the interview by brushing up on your technical knowledge and leadership skills. Think of real-life examples where you've successfully managed a team or resolved a tricky issue. We want you to shine!
✨Tip Number 3
Showcase your passion for service delivery! During interviews, share how you've driven improvements in SLA performance or customer satisfaction in previous roles. Let them see your commitment to excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your Service Desk Management experience and any relevant technical support background to catch our eye!
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for the role. Share specific examples of how you've led teams and improved service delivery in previous positions. We love a good story!
Showcase Your Leadership Style:In your application, let us know about your hands-on leadership approach. We want to see how you support and mentor your team, so share any experiences that demonstrate your ability to drive team success.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at ECS
✨Know Your SLAs and KPIs
Make sure you’re well-versed in the specifics of SLAs and KPIs relevant to service desk management. Be ready to discuss how you've monitored and improved these metrics in your previous roles, as this will show your understanding of what drives success in a service desk environment.
✨Showcase Your Leadership Style
Prepare examples that highlight your hands-on leadership approach. Talk about how you've supported and mentored team members in the past, and be specific about the outcomes of your leadership. This will demonstrate your capability to lead a team effectively.
✨Technical Knowledge is Key
Brush up on your technical skills and be prepared to discuss them during the interview. You might be asked to solve a hypothetical technical issue or explain how you would handle a specific client problem, so having a solid grasp of technical support will set you apart.
✨Emphasise Collaboration Skills
Since the role involves working with internal teams, be ready to share examples of successful collaborations. Discuss how you’ve worked with other departments to enhance service delivery and customer satisfaction, showcasing your ability to foster teamwork.
