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.
- Other info: Join a forward-thinking company that values diversity and innovation.
- 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.
The predicted salary is between 36000 - 60000 £ per year.
The Company
This hiring organisation is a Scottish MSP with a great market reputation. They are a well‐established technology partner known for delivering dependable, security‐led IT support services to businesses that rely on smooth, uninterrupted operations. Their focus spans day‐to‐day IT assistance, protective cybersecurity measures, and modern cloud‐based 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 forward‐thinking 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 day‐to‐day 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 hands‐on 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 open‐minded 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 long‐term 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
This Scottish MSP is an exceptional employer, renowned for its commitment to employee development and a collaborative work culture. With a focus on communication and customer service, the company fosters an environment where team members can thrive, offering ample opportunities for growth and autonomy in shaping the service desk function. Employees benefit from a supportive atmosphere that values diverse perspectives and encourages innovative thinking, making it a rewarding place to build a career in IT management.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Edinburgh
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Eden Scott values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Eden Scott might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Eden Scott!
✨Direct Apply to Eden Scott
Let's not forget to apply directly through the Eden Scott website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Service Desk Manager in Edinburgh
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Eden Scott.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Eden Scott. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Eden Scott
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
