At a Glance
- Tasks: Lead the 1st Line Support Team and ensure top-notch 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: Great career growth potential in a supportive and inclusive environment.
- Why this job: Be part of a passionate team and drive innovative solutions in IT 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 escalated 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.
Service Desk Manager employer: Evolve Business Group
Evolve is an exceptional employer that fosters a dynamic and collaborative work culture, where employees are encouraged to be themselves and contribute innovative ideas. With a strong focus on employee growth and development, the company offers competitive compensation packages and opportunities to make a meaningful impact in the technology support sector. Located in a vibrant area, Evolve provides a supportive environment that values exceptional customer service and technical expertise, making it an ideal place for those looking to advance their careers in IT support.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Attend industry events, webinars, or local meetups to connect with people in the IT support field. You never know who might have a lead on your dream job!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your achievements and projects related to service desk management. This can really set you apart from other candidates.
✨Tip Number 3
Prepare for interviews by practising common questions related to ITIL and service management. We recommend doing mock interviews with friends or using online platforms to boost your confidence.
✨Tip Number 4
Apply directly through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our awesome team at Evolve.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Service Desk Manager. Highlight your experience in managing service desks and any ITIL knowledge you have. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about leading a support team and how you can drive improvements. Keep it engaging and relevant to the job description.
Showcase Your Leadership Skills:As a Service Desk Manager, strong leadership is key. In your application, share examples of how you've successfully led teams or managed high-pressure situations. We love seeing real-life experiences!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Evolve Business Group
✨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 ITIL principles in past roles and how they can improve service desk operations.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in high-pressure situations. Highlight your communication style and how you motivate your team to achieve SLAs and performance targets.
✨Demonstrate Problem-Solving Prowess
Be prepared to discuss specific incidents you've managed, especially Priority One incidents. Share your approach to resolving issues and how you ensure continuous improvement in service delivery.
✨Build Rapport with Stakeholders
Evolve values strong relationships with stakeholders and vendors. Think of examples where you've successfully managed these relationships and how you ensure customer satisfaction. This will show that you understand the importance of collaboration in delivering exceptional support.
