At a Glance
- Tasks: Lead the 1st Line Support Team and manage IT support services.
- Company: Join Evolve, a company that values collaboration and innovation.
- Benefits: Competitive pay, supportive environment, and impactful work opportunities.
- Other info: Dynamic role with opportunities for growth and compliance expertise.
- Why this job: Make a real difference in IT support while developing your leadership skills.
- Qualifications: Experience in service desk management and strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
The Service Desk Manager will lead and manage the 1st Line Support Team, ensuring the effective and efficient delivery of IT support services to internal and external stakeholders. The role involves overseeing service desk operations, maintaining service levels, and driving continuous improvement within the support function. The successful candidate will work within ITIL best practices, ensuring compliance, performance monitoring, and customer satisfaction across all service delivery activities.
Key Accountabilities
- Lead and support the 1st Line IT Support team.
- Oversee daily service desk operations and ticket management.
- Ensure SLAs and service performance targets are achieved.
- Manage Priority One incidents and drive issue resolution.
- Identify and implement service improvements.
- Maintain strong stakeholder and vendor relationships.
- Ensure compliance with ITIL standards, security policies, and best practices.
About you
- Proven experience in managing a service desk or IT support function.
- Strong leadership, communication, and interpersonal skills.
- Demonstrated knowledge of ITIL and service management frameworks.
- Experience with performance monitoring, KPI tracking, and SLA management.
- Ability to manage high-pressure incidents and escalate appropriately.
- Familiarity with vendor management and third-party service delivery.
- Experience with ITSM tools such as ServiceNow, Freshservice, or similar.
- Understanding of information security principles and compliance frameworks (e.g., ISO27001, GDPR).
Why Evolve?
We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.
Service Desk Manager in Wigan employer: Evolve BG Ltd
Evolve is an exceptional employer that fosters a collaborative work environment where your contributions truly matter. As a Service Desk Manager, you will benefit from a competitive compensation package and have ample opportunities for professional growth while working with a dedicated team committed to ITIL best practices and continuous improvement. Located in a vibrant area, Evolve not only prioritises employee satisfaction but also ensures compliance and performance excellence, making it a rewarding place to advance your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Wigan
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a job fair or an informal coffee chat, be ready to discuss your experience with ITIL and service management frameworks. Bring examples of how you've improved service delivery in past roles.
✨Tip Number 3
Prepare for the interview! Research common questions for Service Desk Manager roles and practice your responses. Highlight your leadership skills and how you've managed high-pressure incidents effectively.
✨Tip Number 4
Don't forget to apply through our website! We love seeing applications directly from candidates who are genuinely interested in joining our team. It shows initiative and enthusiasm, which we value highly.
We think you need these skills to ace Service Desk Manager in Wigan
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in managing service desks and IT support functions, and don’t forget to mention your knowledge of ITIL and service management frameworks.
Showcase Leadership Skills:Since this role involves leading a team, it’s crucial to showcase your leadership skills. Share examples of how you've successfully managed teams, resolved high-pressure incidents, and driven continuous improvement in previous roles.
Be Specific About Achievements:When filling out your application, be specific about your achievements. Use metrics where possible to demonstrate how you’ve met SLAs, improved service performance, or enhanced customer satisfaction in past positions.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s the easiest way for us to review your application and get back to you quickly!
How to prepare for a job interview at Evolve BG Ltd
✨Know Your ITIL Inside Out
Since the role heavily involves ITIL best practices, make sure you brush up on your ITIL knowledge. Be ready to discuss how you've applied these principles in past roles and how they can improve service delivery.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to lead a team effectively. Prepare examples of how you've motivated and supported your team in previous positions, especially during high-pressure situations.
✨Demonstrate Your Problem-Solving Abilities
Be prepared to discuss specific incidents you've managed, particularly Priority One incidents. Highlight your approach to resolving issues and how you ensured minimal disruption to services.
✨Familiarise Yourself with Relevant Tools
If you have experience with ITSM tools like ServiceNow or Freshservice, be ready to talk about it. Discuss how you've used these tools to manage tickets and monitor performance, as this will show your technical proficiency.
