At a Glance
- Tasks: Lead the 1st Line Support Team and manage IT support services.
- Company: Join Evolve, a dynamic team revolutionising tech support for multi-site brands.
- Benefits: Competitive pay, collaborative culture, and opportunities to make a real impact.
- Other info: Embrace a workplace where you can be yourself and excel.
- Why this job: Be part of a passionate team and drive innovative solutions in tech support.
- Qualifications: Experience in service desk management and strong leadership skills required.
The predicted salary is between 40000 - 50000 £ per year.
Since its inception in 2005, Evolve has been driven by a commitment to revolutionise the support provided to hard-working multi-site brands often overlooked by traditional technology providers. Our tailored approach addresses the unique challenges faced by these brands, emphasising exceptional technical support and customer service. This covers GDPR Compliant Guest Wi-Fi, SD WAN Networks, Managed Wi-Fi/LAN Infrastructure, Broadband / Leased Lines, Network Security, PCI Consultancy, and structured cabling.
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.
- 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.
- ITIL Foundation (or higher) certification.
- Experience with ITSM tools such as ServiceNow, Freshservice, or similar.
- Understanding of information security principles and compliance frameworks (e.g., ISO27001, GDPR).
At Evolve, you'll be joining a dynamic and passionate team that's committed to building something special. We offer a competitive compensation package, a collaborative work environment, and the opportunity to make a real impact on our company's success.
We have created a working environment where you can be yourself and give your all. You will be called on to out-think the competition and work closely with your colleagues to produce innovative ideas and deliver impressive results for our customers. This is your chance to be effective, and impressive performance will take you far.
Evolve is an Equal Opportunity Employer. All openings will be filled based on qualifications without regard to race, colour, sex, sexual orientation, gender identity, national origin, marital status, veteran status, disability, age, religion, or any other classification protected by law.
Service Desk Manager in Wigan employer: Evolve BG
Evolve is an exceptional employer that fosters a dynamic and inclusive work culture, where innovation and collaboration are at the forefront. As a Service Desk Manager, you will lead a passionate team dedicated to delivering outstanding IT support services, with ample opportunities for professional growth and development. Located in a vibrant environment, Evolve offers competitive compensation and a commitment to employee well-being, making it a rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Wigan
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Evolve BG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Evolve BG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Wigan
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Evolve BG:Your cover letter is your chance to shine! Tell us why you want to work at Evolve BG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Evolve BG!
How to prepare for a job interview at Evolve BG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
