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For Companies At a Glance
- Tasks: Lead the ICT Service Desk, manage service requests, and implement KPIs and SLAs.
- Company: Join Harvey Nash's client, a dynamic player in the IT sector based in Glasgow.
- Benefits: Enjoy hybrid working, flexible hours, and the chance to develop your IT management skills.
- Why this job: Make an impact in IT service management while gaining valuable experience in a supportive environment.
- Qualifications: Degree in IT or Business Management, or equivalent experience in ICT service management required.
- Other info: Evening and weekend work is expected; must be willing to obtain Basic Disclosure Scotland.
The predicted salary is between 36000 - 60000 £ per year.
Harvey Nash's Client is recruiting for an ICT Service Desk Manager on a 3 month contract. This role will require some evening and weekend work.
Main Responsibilities
- Provide Service Desk Management support.
- Perform GAP analysis on the ICT Service Desk.
- Use experience to review and provide recommendations on implementation of KPIs, SLAs, Reporting, Staffing Model, ITSM tool, and effective management of all service requests.
Key Skills
- Educated with a degree in IT, Business Management, or related field, or holds equivalent level of professional IT qualifications, or equivalent industry experience in this field.
- Significant experience of working in an ICT service or support function with proven ability of managing service desk functions.
- Experience of incident management across varying technologies.
- High level of familiarity with the concepts, standards, technology, tools, procedures, hardware, software, and services in use for delivering IT services.
- High level of knowledge of legislation, best practices and procedures surrounding IT.
- Experience of Change managing applications, end user devices, network infrastructure and telecommunications systems and services in an ITIL compliant environment.
This role falls inside of IR35 and is hybrid working with the expectation to attend the Glasgow office 2 days a week. Please note that for this role you must have or be happy to get a Basic Disclosure Scotland. To apply please send your CV using the link.
ICT Service Desk Manager employer: Harvey Nash Plc
Contact Detail:
Harvey Nash Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land ICT Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL principles and best practices, as this role requires a strong understanding of IT service management. Brush up on your knowledge of incident management and how it applies to various technologies, as this will be crucial in demonstrating your expertise during interviews.
✨Tip Number 2
Prepare to discuss your experience with KPIs and SLAs in detail. Think of specific examples where you've successfully implemented or improved these metrics in previous roles, as this will show your ability to enhance service desk functions effectively.
✨Tip Number 3
Since the role involves hybrid working, be ready to articulate how you manage remote teams and ensure effective communication. Highlight any tools or strategies you've used to maintain productivity and team cohesion in a hybrid environment.
✨Tip Number 4
Given the requirement for a Basic Disclosure Scotland, start the process early if you don't already have one. This shows your proactive approach and readiness to meet the job's requirements, which can set you apart from other candidates.
We think you need these skills to ace ICT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in ICT service management. Focus on relevant roles where you've managed service desk functions, incident management, and any ITIL compliance experience.
Highlight Key Skills: In your application, emphasise your familiarity with KPIs, SLAs, and ITSM tools. Mention any specific technologies or procedures you have worked with that align with the job description.
Showcase Relevant Experience: Provide examples of your previous work in ICT service or support functions. Detail your achievements in managing service requests and any improvements you implemented in past roles.
Prepare for Hybrid Work: Since this role requires hybrid working, mention your flexibility and willingness to attend the Glasgow office as needed. Highlight any previous experience working in a hybrid environment.
How to prepare for a job interview at Harvey Nash Plc
✨Showcase Your Service Desk Experience
Make sure to highlight your previous experience in managing service desk functions. Be prepared to discuss specific examples of how you've improved service delivery, managed incidents, and implemented KPIs and SLAs.
✨Demonstrate Your ITIL Knowledge
Since the role requires familiarity with ITIL practices, brush up on your ITIL knowledge. Be ready to explain how you've applied ITIL principles in past roles, particularly in change management and incident management.
✨Prepare for Technical Questions
Expect technical questions related to ICT services, tools, and technologies. Review common issues that arise in service desk environments and think about how you would address them. This will show your problem-solving skills.
✨Discuss Your Leadership Style
As a manager, your leadership style is crucial. Be prepared to talk about how you motivate and manage your team, especially in a hybrid working environment. Share examples of how you've successfully led teams through challenges.
