At a Glance
- Tasks: Lead the 1st Line Support Team and manage IT support services.
- Company: Join Evolve, a dynamic tech company revolutionising support for multi-site brands.
- Benefits: Competitive salary, collaborative environment, and opportunities for real impact.
- Other info: Be part of a passionate team with excellent career growth potential.
- Why this job: Make a difference in IT support while developing your leadership skills.
- Qualifications: Experience in service desk management and strong communication skills.
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.
About you:
Essential
- 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.
Desirable
- 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.
Service Desk Manager in Wigan 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. 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 a competitive compensation package and the chance to make a meaningful impact on the success of multi-site brands, ensuring your efforts are recognised and rewarded.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Wigan
✨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 service desk operations and ITIL best practices. We recommend doing mock interviews with friends or using online resources to boost your confidence.
✨Tip Number 4
Don’t forget to apply 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 in Wigan
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 Achievements:Don’t just list your responsibilities; show us what you've achieved! Include specific examples of how you've improved service delivery or managed high-pressure incidents. Numbers and results speak volumes!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application 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 before, especially in high-pressure situations. Highlight your communication style and how you motivate your team to achieve SLAs.
✨Demonstrate Problem-Solving Prowess
Be prepared to discuss specific incidents you've managed, particularly Priority One issues. Share your approach to resolving these incidents and how you ensure continuous improvement in service delivery.
✨Familiarise Yourself with Their Tools
If you know which ITSM tools Evolve uses, like ServiceNow or Freshservice, mention your experience with them. If not, do a bit of research on these platforms so you can speak confidently about how you would leverage them in your role.
