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- Tasks: Lead and manage the IT service desk team to deliver top-notch IT support.
- Company: Join a leading national business advisory firm with a collaborative spirit.
- Benefits: Competitive salary, professional development, and a supportive work environment.
- Why this job: Make a real impact by enhancing customer satisfaction and improving IT services.
- Qualifications: Experience in managing IT service desks and strong leadership skills.
- Other info: Dynamic role with opportunities for growth and innovation in IT support.
The predicted salary is between 36000 - 60000 £ per year.
Overview: At FRP, we are a leading national business advisory firm based in the UK. With over 900 team members, including more than 100 partners, we specialise in Corporate Finance, Debt Advisory, Forensic Services, Financial Advisory, Restructuring Advisory and Real Estate Advisory. Operating from 35 offices across the UK, Isle of Man and Cyprus, we are dedicated to helping clients navigate complex and difficult situations to create, preserve, and recover value. Our approach is known for being honest, clear, and considered. We provide strategic solutions that cater to a broad range of businesses, from multinational organisations to small enterprises. Our commitment is to deliver expert advice and support, ensuring our clients can make informed decisions and achieve their goals.
Job Purpose: The IT Service Desk Manager is responsible for leading and managing the IT service desk team to ensure efficient and effective delivery of IT support services across the organization. This role ensures high levels of customer satisfaction, timely resolution of incidents and requests, and continuous improvement of service desk operations.
Key Responsibilities:
- Team Leadership & Management: Lead, mentor, and develop a team of service desk analysts and technicians. Conduct regular performance reviews and provide coaching and training. Manage staffing levels, shift patterns, and resource allocation.
- Service Delivery: Ensure timely and effective resolution of IT incidents, service requests, and queries. Monitor service desk performance against SLAs and KPIs. Implement and maintain ITIL-based processes and procedures.
- Customer Experience: Promote a customer-focused culture within the service desk team. Handle escalations and ensure high levels of user satisfaction. Communicate effectively with stakeholders at all levels.
- Process Improvement: Identify opportunities to improve service desk efficiency and effectiveness. Lead initiatives to automate and streamline support processes. Maintain documentation and knowledge base articles.
- Technology & Tools: Oversee the configuration and optimization of service desk tools (e.g., ticketing systems). Collaborate with other IT teams to ensure seamless support and service integration. Stay current with emerging technologies and trends in IT support.
Key Skills:
- Leadership & team management
- Incident & request management
- SLA/KPI monitoring and reporting
- Customer service excellence
- Technical troubleshooting
- Process improvement
- Communication & stakeholder engagement
Qualifications: Proven experience managing an IT service desk or support team. Strong understanding of ITIL principles and service management frameworks. Experience with service desk tools (e.g., ServiceNow, Jira, Freshservice). Excellent communication, leadership, and problem-solving skills. IT-related certifications (e.g., ITIL Foundation, CompTIA, Microsoft) are desirable.
IT Service Desk Manager in Chelmsford employer: FRP Advisory
Contact Detail:
FRP Advisory Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager in Chelmsford
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that IT Service Desk Manager role.
✨Tip Number 2
Prepare for the interview by researching FRP and understanding their values. We want to see how you can fit into our culture of honesty and clarity. Tailor your answers to show how your experience aligns with our commitment to customer satisfaction.
✨Tip Number 3
Show off your leadership skills! During interviews, share specific examples of how you've led teams and improved service delivery in previous roles. We love hearing about your successes and how you’ve tackled challenges head-on.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we’re always looking for passionate individuals who are ready to make a difference in IT support.
We think you need these skills to ace IT Service Desk Manager in Chelmsford
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Desk Manager role. Highlight your experience in managing service desk teams and any relevant ITIL certifications. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences have prepared you for it. Keep it concise but impactful – we love a good story!
Showcase Your Leadership Skills: Since this role involves leading a team, make sure to highlight your leadership experience. Share examples of how you've mentored team members or improved service delivery in past roles. We’re all about teamwork here at StudySmarter!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at FRP Advisory
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL principles before the interview. Be ready to discuss how you've implemented these frameworks in past roles, as this will show your understanding of service management and your ability to lead a team effectively.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've mentored team members or improved team performance. This will demonstrate your capability to manage and develop a service desk team.
✨Understand the Company Culture
Research FRP's values and approach to client service. Be prepared to explain how you can contribute to their customer-focused culture and ensure high levels of user satisfaction within the service desk team.
✨Be Ready for Technical Questions
Expect questions about specific service desk tools like ServiceNow or Jira. Brush up on your technical troubleshooting skills and be ready to discuss how you've used these tools to improve service delivery in previous roles.
