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For Companies At a Glance
- Tasks: Lead a dynamic team to enhance IT service desk operations and customer satisfaction.
- Company: Reputable Scottish MSP known for reliable IT support and a people-first approach.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Why this job: Shape the future of IT support while making a real impact in a collaborative setting.
- Qualifications: Experience managing an IT service desk and leading teams effectively.
- Other info: Join a forward-thinking company that values diversity and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
The Company
This hiring organisation is a Scottish MSP with a great market reputation. They are a wellâestablished technology partner known for delivering dependable, securityâled IT support services to businesses that rely on smooth, uninterrupted operations. Their focus spans dayâtoâday IT assistance, protective cybersecurity measures, and modern cloudâbased solutions designed for organisations that value reliability and clarity. What makes them stand out is their emphasis on people, communication, and customer service. Clients benefit from quick responses, straightforward guidance, and a support team that integrates seamlessly with internal staff. For companies seeking stability, strong security foundations, and a forwardâthinking technology strategy; all delivered without unnecessary jargon. This provider offers a friendly, proactive service that keeps everything running effortlessly.
The Job
This opportunity is a new position that the company is creating to further improve their ways of working. The role will be heavily managerial across the management of dayâtoâday operations, escalation, and people management of 10-15 direct reports. Someone who can act as a standard setter, whilst driving a culture of accountability, quality, and premium customer service will be perfect. This hire will be the person responsible for implementing proper performance indicators and defining what 'good' looks like. Other main responsibilities will be a mixture of reporting and strategy; owning processes and documentation; monitoring/reviewing performance and incidents; identifying trends with a view to making informed improvements.
The successful candidate will have experience managing a service desk. However, they do not need to have been a service desk agent/support engineer. Technical knowledge is helpful but this will be a managerial role rather than handsâon technical. This is a newly created role which comes with a lot of authority within a critical part of the firm. As such, it offers the successful candidate lots of scope and autonomy within an openâminded business to drive a service desk function in the right direction and build a high performing service desk in their own image. It has the potential to be a brilliant career opportunity for the right person.
The Skills / Experience
- Must have experience managing an IT service desk. Bonus if 10+ direct reports.
- Highly beneficial if candidate has worked in an MSP, especially if they are sized in the 50-100 person range.
- Must have experience managing staff performance whilst working to or setting up SLAs/KPIs/SOPs.
- ITIL certification advantageous.
- Familiarity with Cyber Essentials or ISO 20000/27001 standards also helpful, although not required.
- Capacity to speak authoritatively and voice opinion in respectful manner, whilst remaining down to earth.
- Ability to think strategically with longâterm view.
Please apply with CV to be considered. More details will be provided during first conversation. Our client is an equal opportunities employer and values the unique perspective a diverse workforce brings to what they do.
Service Desk Manager in Edinburgh employer: Eden Scott
Contact Detail:
Eden Scott Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land Service Desk Manager in Edinburgh
â¨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at the company. A friendly chat can sometimes lead to a referral, which is a great way to get your foot in the door.
â¨Tip Number 2
Prepare for the interview by researching the companyâs values and recent projects. We want you to show that youâre not just another candidate; youâre genuinely interested in their mission and how you can contribute to their success.
â¨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We suggest using the STAR method (Situation, Task, Action, Result) to structure your responses, especially when discussing your management experience.
â¨Tip Number 4
Donât forget to follow up after your interview! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you on their radar as they make their decision.
We think you need these skills to ace Service Desk Manager in Edinburgh
Some tips for your application đŤĄ
Show Your Management Skills: When writing your application, make sure to highlight your experience managing a service desk. We want to see how you've led teams and improved performance, so share specific examples that demonstrate your leadership style and achievements.
Keep It Clear and Concise: We appreciate straightforward communication, so keep your CV and cover letter clear and to the point. Avoid jargon and focus on what makes you a great fit for the role. Remember, clarity is key in both your application and the service desk environment!
Tailor Your Application: Make sure to tailor your application to this specific role. Mention your familiarity with SLAs, KPIs, and any relevant certifications like ITIL. We love seeing candidates who take the time to connect their skills with what weâre looking for.
Apply Through Our Website: Donât forget to apply through our website! Itâs the best way for us to receive your application and ensures youâre considered for this exciting opportunity. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at Eden Scott
â¨Know the Company Inside Out
Before your interview, take some time to research the company thoroughly. Understand their services, values, and what sets them apart in the market. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role and the organisation.
â¨Showcase Your Management Experience
Since this role is heavily managerial, be prepared to discuss your experience managing a service desk. Highlight specific examples where you've set performance indicators or improved team accountability. Use metrics to demonstrate your success and how you can bring that expertise to the new role.
â¨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle real-life situations. Think of scenarios where you've had to manage escalations or improve service delivery. Practising these responses will help you articulate your thought process clearly during the interview.
â¨Emphasise Communication Skills
Given the company's focus on people and communication, be ready to discuss how you foster a positive team environment and ensure clear communication with clients. Share examples of how you've built relationships and maintained high levels of customer service in previous roles.
