At a Glance
- Tasks: Lead and mentor a dynamic Service Desk team while optimising operations and enhancing service delivery.
- Company: Join Falx Group, a modern tech consultancy with a focus on innovation and excellence.
- Benefits: Enjoy funded training, career progression, extra leave on your birthday, and a vibrant work culture.
- Other info: Clear pathways for growth into advanced leadership roles in a supportive environment.
- Why this job: Make a real impact by driving service excellence and mentoring the next generation of tech talent.
- Qualifications: Proven leadership in IT support, strong ITSM knowledge, and excellent communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Location
Office based. We're moving offices! - Leeds for 3 months, York from then onward.
Title
Senior Consultant (Service Desk Manager)
Company
Falx Group
Falx Group is looking for an experienced and motivated Service Desk Manager to join us as we grow.
This role is ideal for a leader who wants to drive service excellence, optimise operations, and mentor a developing technical team.
We invest heavily in training, certification, and ongoing development for every team member, including our leadership.
About the Role
You will lead our Service Desk function, ensuring the delivery of outstanding technical support across our client environments.
Your focus will be on overseeing daily operations, managing team performance, and ensuring a smooth, highly professional experience for end-users.
You will act as an escalation point, a dedicated mentor for junior engineers, and a key driver of our service standards.
What You Will Do
- Lead and Mentor: Manage and develop the Service Desk team (including our Associate Technical Specialists), fostering a culture of technical excellence and continuous learning.
- Operational Oversight: Oversee daily operations, ensuring tickets are triaged, assigned, and resolved efficiently.
- Performance Management: Define, monitor, and report on SLAs and KPIs to ensure reliable and high-quality support is delivered to clients.
- Escalation Handling: Act as the primary escalation point for complex technical issues, high-priority incidents, and critical client communications.
- Process Improvement: Drive continuous improvement in service desk processes, tools, automation, and internal technical documentation.
- Cross-team Collaboration: Collaborate with specialist engineering and consulting teams to ensure seamless service delivery and smooth project handovers to the support desk.
- Personal Growth: Engage in continuous professional development through structured training and leadership coaching.
- What You'll Bring
- Leadership Experience: Proven experience managing, leading, or acting as a senior escalation point for an IT Service Desk or technical support team.
- ITSM Knowledge: Strong understanding of IT Service Management principles and frameworks (e. g., ITIL certification or equivalent practical experience).
- Technical
Foundation: A solid technical background across core IT domains (End-User Computing, Microsoft 365, Networking, and Active Directory / Entra ID) to effectively guide and support your engineers.
- Analytical & Reporting Skills: Experience managing and reporting on team performance metrics, SLAs, and customer satisfaction.
- Communication: Excellent leadership, coaching, and stakeholder management skills, with clear and confident verbal and written communication.
- Tool Familiarity: Strong exposure to and management of RMM tools, PSA/ticketing platforms, and service automation technologies.
This role provides a clear progression route into Operations Leadership, or broader strategic management roles.
You will develop the advanced capabilities required to lead larger teams and manage complex service environments, supported by:
- Dedicated mentorship
- Funded training and certification pathways
- Structured career progression planning
- Why Join Us
- Direct pathway into advanced service leadership and operational management roles
- Investment in your professional development from day one
- A culture centred on learning, ownership, and technical excellence
- Fully funded training and conference time
- Certifications allowance
- Additional day annual leave on Birthday and voucher
- Employee benefits portal
- About Falx Group
Falx is a modern technical consultancy based in England, working with clients in the UK and internationally.
We combine deep engineering capability with specialist cyber security expertise, helping organisations align their technology decisions with real business outcomes.
We work with a range of clients, including fintechs, financial services firms, and global enterprises.
We operate as a high-performance, cloud-native team where autonomy, ownership, and continuous learning are expected and supported.
Every person at Falx has a clear pathway to grow into advanced technical, security, and leadership roles.
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Service Desk Manager employer: Falx
Falx Group is an excellent employer for those looking to kickstart their career in technology, particularly in the exciting field of cyber security. With a strong commitment to employee development, you will receive comprehensive training and certification support from day one, fostering a culture of continuous learning and improvement. The collaborative work environment encourages innovation and teamwork, making it a rewarding place to grow your skills while contributing to impactful client solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨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 Falx 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 Falx 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 Falx!
✨Direct Apply to Falx
Let's not forget to apply directly through the Falx 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
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 Falx.
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 Falx. 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 Falx
✨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.
