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- Tasks: Lead a dynamic Service Desk team, ensuring top-notch customer satisfaction and efficient operations.
- Company: Join a leading Managed IT and Cloud solutions provider with 15+ years of experience across various sectors.
- Benefits: Enjoy competitive salary, funded training, 25 days holiday, and a pension scheme.
- Why this job: Make a real impact in a fast-growing, tech-forward company while developing your leadership skills.
- Qualifications: Experience in managing a Service Desk, strong technical background, and excellent communication skills required.
- Other info: On-site role in Southampton, with opportunities for growth and professional development.
The predicted salary is between 45000 - 55000 £ per year.
Are you looking for an exciting new opportunity? Join a leading provider of Managed IT and Cloud solutions that has been supporting organisations across sectors such as finance, energy, education, and technology for over 15 years. Taking a forward-thinking approach, the company focuses on aligning technology with business goals, helping clients achieve their vision through strategic IT. Services span a wide range of technologies including Microsoft Azure, Microsoft 365, and comprehensive IT support.
If you would like to learn more about this opportunity, feel free to reach out and apply today!
Responsibilities:
- Lead and develop a high-performing Service Desk team, ensuring efficient operations and high customer satisfaction
- Drive a culture of ownership, accountability, and continuous improvement — making the team increasingly self-sufficient
- Manage escalations to the 3rd Line and Professional Services teams where necessary
- Collaborate closely with customers to understand and meet their needs, acting as a key point of contact
- Identify opportunities for upselling services and work in partnership with the Sales team to drive growth
- Ensure high-quality documentation, adherence to RFC processes, and strong service governance
- Contribute to and promote ITIL-aligned best practices across the team
Desired Experience:
- Proven experience managing a Service Desk or IT Support function, ideally within an MSP or similar environment
- A strong technical background with the ability to engage with engineers on escalated issues
- Confident working with both technical and non-technical stakeholders, including customers and sales teams
- Experience in driving operational maturity and enabling teams to take ownership without micromanagement
- Familiarity with ITIL practices and change management (RFC processes)
- Excellent communication and leadership skills
Benefits:
- Competitive salary with potential to grow further in a leadership role
- Funded training and certifications (including ITIL, Microsoft, AWS, etc.)
- 25 days holiday allowance (plus bank holidays)
- Pension scheme
- Salary sacrifice scheme
- Opportunity to make a real impact in a fast-growing, tech-forward organisation
Location:
- Southampton (On-site 4 days a week)
Salary:
- £45,000 – £55,000
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Service Desk Manager - Systems Integrator employer: Hamilton Barnes Associates Limited
Contact Detail:
Hamilton Barnes Associates Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Systems Integrator
✨Tip Number 1
Familiarise yourself with ITIL practices and change management processes, as these are crucial for the role. Consider obtaining relevant certifications to demonstrate your commitment and knowledge in these areas.
✨Tip Number 2
Showcase your leadership skills by discussing any previous experience where you successfully managed a team or improved service desk operations. Be ready to provide examples of how you drove accountability and ownership within your team.
✨Tip Number 3
Prepare to discuss your technical background and how it enables you to engage effectively with both engineers and non-technical stakeholders. Highlight any specific technologies you've worked with, especially Microsoft Azure and Microsoft 365.
✨Tip Number 4
Research the company’s approach to aligning technology with business goals. Be ready to share your thoughts on how you can contribute to this vision and identify opportunities for upselling services in collaboration with the Sales team.
We think you need these skills to ace Service Desk Manager - Systems Integrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing a Service Desk or IT Support function. Emphasise your leadership skills and any familiarity with ITIL practices, as these are key for the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position and the company. Mention specific examples of how you've driven operational maturity and improved customer satisfaction in previous roles.
Showcase Technical Skills: Detail your technical background, especially your experience with technologies like Microsoft Azure and Microsoft 365. Highlight your ability to engage with both technical and non-technical stakeholders.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Hamilton Barnes Associates Limited
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a high-performing team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to fostering ownership and accountability.
✨Understand ITIL Practices
Familiarity with ITIL practices is crucial for this role. Brush up on your knowledge of ITIL principles and be ready to discuss how you've implemented these best practices in previous positions, particularly in relation to service governance and change management.
✨Communicate Effectively
You'll be working with both technical and non-technical stakeholders, so strong communication skills are essential. Practice explaining complex technical concepts in simple terms, and prepare to discuss how you've successfully collaborated with diverse teams in the past.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think about potential challenges you might face in this role, such as managing escalations or upselling services, and prepare structured responses that highlight your strategic thinking.
