Service Desk team Manager

Service Desk team Manager

Springfield Full-Time 28000 - 42000 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Lead a dynamic service desk team, ensuring top-notch IT support and customer satisfaction.
  • Company: Join a leading Health-Tech company revolutionising prescription tech solutions across the nation.
  • Benefits: Enjoy a starting salary of up to £35,000 with hybrid working options and career development opportunities.
  • Why this job: Be part of a collaborative culture focused on excellence and continuous improvement in IT service management.
  • Qualifications: Proven experience in IT support with at least 2 years in a supervisory role; ITIL certification preferred.
  • Other info: Gain valuable experience with ISO 27001 and ISO 9001 compliance while enhancing your leadership skills.

The predicted salary is between 28000 - 42000 £ per year.

Are you an experienced IT support professional with a passion for leadership and customer service? * Do you thrive in fast-paced environments, ensuring teams deliver exceptional service while maintaining high standards? If so, we want to hear from you! We offer a starting salary of up to £35,000, with hybrid working. About this Role: Service Desk Team Leader We are looking for a proactive and skilled Service Desk Manager to lead our dedicated service desk team. As a key player in our organisation, you’ll be responsible for overseeing day-to-day operations, driving continuous improvement, and ensuring the delivery of top-tier IT support. Your leadership will help maintain compliance with ISO 27001 and ISO 9001 standards, while always striving for excellence in service delivery. What You’ll Be Doing: Leading the Team: Oversee and support your service desk team to ensure the efficient resolution of IT incidents, requests, and problems. You’ll manage schedules, resource planning, and workload distribution to meet agreed service levels. Coaching & Development: Provide guidance, training, and performance management to help your team grow. Foster a collaborative, professional, and continuously improving environment. Service Excellence: Manage incident management, request fulfilment, and ensure timely escalations. Your focus will be on maintaining the highest standards of customer service. ISO Compliance: Ensure adherence to both ISO 27001 and ISO 9001 standards. You’ll promote information security awareness, support audits, and manage risk assessments. Customer Satisfaction: Build strong relationships with stakeholders, acting as the key point of escalation for high-priority issues. Always look for ways to enhance the customer experience. Continuous Improvement: Regularly report on service desk performance, identify trends, and lead initiatives that enhance efficiency and service quality. What We’re Seeking from you: * Experience: Proven experience in a service desk or IT support environment, with at least 2 years in a supervisory role. * Certifications: ITIL or similar IT service management framework certification (preferred). Experience with ISO 27001 and ISO 9001 is highly desirable. * Leadership: Strong leadership skills with the ability to motivate and guide a team to success. * Problem-Solving: Excellent decision-making abilities and a proactive approach to solving complex issues. * Communication: Strong communication and interpersonal skills to build relationships at all levels within the organisation. * Tech Savvy: Familiarity with service desk tools, reporting systems, and IT service management frameworks. Why Join Us? My client is in the Health-Tech sector & the leader is prescription tech solutions, nationwide. Career Development: We are committed to your personal and professional growth with opportunities for training and development. Collaborative Culture: Work alongside a supportive team dedicated to excellence and continuous improvement. ISO Standards: Gain invaluable experience maintaining ISO 27001 and ISO 9001 compliance, expanding your knowledge of global best practices in IT service management Key Metrics for Success: Adherence to SLAs and KPIs Team performance and customer satisfaction ratings Successful completion of team training Ongoing compliance with ISO 27001 and ISO 9001 standards Improvements in service desk efficiency and quality metrics If you\’re ready to take the next step in your career and lead a team dedicated to excellence, we’d love to hear from you! Apply now and help us continue delivering outstanding IT support

Service Desk team Manager employer: GK Recruitment

Join a leading Health-Tech company that prioritises your professional growth and offers a collaborative culture focused on excellence. With a commitment to continuous improvement and adherence to ISO standards, you'll have the opportunity to develop your leadership skills while working in a supportive environment that values customer satisfaction and team performance. Enjoy the benefits of hybrid working and a competitive salary as you lead a dedicated service desk team in delivering top-tier IT support.
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Contact Detail:

GK Recruitment Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Service Desk team Manager

✨Tip Number 1

Familiarise yourself with ISO 27001 and ISO 9001 standards. Understanding these compliance requirements will not only help you in the interview but also demonstrate your commitment to maintaining high service quality.

✨Tip Number 2

Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you motivated your team or improved service delivery.

✨Tip Number 3

Research the latest trends in IT service management and customer service excellence. Being knowledgeable about current best practices will set you apart and show that you're proactive about continuous improvement.

✨Tip Number 4

Prepare to discuss your experience with service desk tools and reporting systems. Highlight any specific software you've used, as this will demonstrate your technical proficiency and readiness for the role.

We think you need these skills to ace Service Desk team Manager

Leadership Skills
Customer Service Excellence
Incident Management
Resource Planning
Coaching and Development
ISO 27001 Compliance
ISO 9001 Compliance
Problem-Solving Skills
Communication Skills
Interpersonal Skills
Service Desk Tools Familiarity
ITIL Certification
Performance Management
Continuous Improvement
Stakeholder Relationship Management

Some tips for your application 🫡

Tailor Your CV: Make sure your CV highlights relevant experience in IT support and leadership roles. Emphasise your supervisory experience and any certifications like ITIL or knowledge of ISO standards.

Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and leadership. Mention specific examples of how you've improved team performance or customer satisfaction in previous roles.

Highlight Key Skills: In your application, clearly outline your problem-solving abilities, communication skills, and familiarity with service desk tools. These are crucial for the Service Desk Team Manager role.

Showcase Continuous Improvement Initiatives: Discuss any initiatives you've led that resulted in enhanced efficiency or service quality. This aligns with the company's focus on continuous improvement and ISO compliance.

How to prepare for a job interview at GK Recruitment

✨Showcase Your Leadership Skills

As a Service Desk Team Manager, your leadership abilities are crucial. Be prepared to discuss specific examples of how you've successfully led teams in the past, focusing on your coaching and development strategies.

✨Demonstrate Customer Service Excellence

Highlight your commitment to customer satisfaction. Share instances where you went above and beyond to resolve issues or improve the customer experience, as this role places a strong emphasis on service excellence.

✨Familiarise Yourself with ISO Standards

Since compliance with ISO 27001 and ISO 9001 is essential, brush up on these standards. Be ready to discuss how you've ensured compliance in previous roles and how you would promote information security awareness within your team.

✨Prepare for Problem-Solving Scenarios

Expect to face hypothetical scenarios during the interview that test your problem-solving skills. Think through your approach to resolving complex IT issues and be ready to articulate your thought process clearly.

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