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- Tasks: Lead a team to deliver top-notch digital experiences and manage service desk operations.
- Company: Join a leading company driving digital transformation and innovation.
- Benefits: Enjoy 35+ holidays, flexible working, onsite parking, and excellent pension options.
- Why this job: Make a real impact in a fast-paced environment with opportunities for personal growth.
- Qualifications: Degree level education or equivalent experience in a computing-related field required.
- Other info: This role offers the chance to shape your position and influence key decisions.
The predicted salary is between 40000 - 60000 £ per year.
Are you ready to take on a pivotal role as a Service Desk Manager in one of Harvey Nash's leading client's digital transformation programmes? We're recruiting for a Service Desk Manager at a pivotal time in transformation in a company offering the chance to drive innovation and change whilst shaping this role in your own image!
This role will give you the opportunity to make a true impact on an organisation and have key influence on decisions across Digital. The role starts ASAP, with a salary of £46k to £54k per annum DOE and an impressive benefits package, including onsite parking! The role is based in Stoke and will be an onsite based position with flexibility and the view to become more hybrid once you've settled in the role.
Service Desk Manager - What will you be tasked with?
- Manage the service desk team to deliver the highest quality digital experiences for their staff and across the organisation.
- Working closely with their professional services teams, to understand their digital needs, you will be responsible for creating a device and service delivery strategy to ensure that the technology infrastructure supports the overall mission of the organisation.
- Manage the service desk teams tickets to deliver consistent and efficient service, including troubleshooting, technical assistance, and user training, ensuring KPIs and SLAs are developed and met.
- Reporting on team performance, project updates, and issues to senior management, providing insights and recommendations as needed.
- Responsible for monitoring and evaluating individual and team performance, for 11 members of the team, against established goals and KPIs, providing regular feedback and coaching, conduct performance appraisals, identify areas for improvement and implement development plans to enhance skills and productivity.
Service Desk Manager - Essential Experience required:
- A passion for service excellence and continuous improvement.
- Experience of leading and managing a technical support team, delivering high performance.
- Experience of building great relationships with customers, stakeholders and suppliers.
- Experience of working with the creation and application of ITIL functions and processes.
- Knowledge and experience of working with IT infrastructure (hardware, databases, public/private cloud, operating systems, networks).
- Knowledge of system architecture at a high level e.g., concepts such as application servers, databases, web services.
- Educated to Degree level or equivalent professional qualification or experience in a computing related subject.
Service Desk Manager - Benefits Package:
- 35+ holidays.
- Flexible working.
- No boundaries to personal development.
- Onsite parking.
- Childcare support.
- Excellent pension package.
- Working with talented people with opportunities to always learn.
- Fast paced innovative team.
If you are looking to be part of one of the biggest transformation projects across the organisation with the possibility of further progression within the programme, this could be for you! Send over your CV for immediate consideration or email.
Service Desk Manager - Stoke (Onsite) - £46k-54kpa + Benefits employer: Harvey Nash Plc
Contact Detail:
Harvey Nash Plc Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Stoke (Onsite) - £46k-54kpa + Benefits
✨Tip Number 1
Familiarise yourself with ITIL processes and frameworks, as this role heavily relies on them. Understanding how to implement these practices effectively will demonstrate your capability to manage the service desk efficiently.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed a technical support team in the past. Highlight specific instances where you improved team performance or customer satisfaction.
✨Tip Number 3
Research the company’s current digital transformation initiatives. Being knowledgeable about their goals and challenges will allow you to tailor your discussions and show how you can contribute to their success.
✨Tip Number 4
Network with current or former employees of the company on platforms like LinkedIn. Gaining insights from their experiences can provide you with valuable information that you can use during your interview.
We think you need these skills to ace Service Desk Manager - Stoke (Onsite) - £46k-54kpa + Benefits
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing service desk teams and delivering high-quality digital experiences. Use specific examples that demonstrate your leadership skills and familiarity with ITIL functions.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service excellence and continuous improvement. Mention how your background aligns with the company's digital transformation goals and how you can contribute to their success.
Highlight Relevant Skills: In your application, emphasise your knowledge of IT infrastructure, system architecture, and your ability to build relationships with stakeholders. This will show that you understand the technical requirements of the role.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Harvey Nash Plc
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any specific achievements that demonstrate your ability to drive performance and improve service delivery.
✨Understand ITIL Processes
Since the role requires knowledge of ITIL functions, brush up on these processes before the interview. Be ready to explain how you've applied ITIL principles in previous roles and how they can benefit the organisation's service desk operations.
✨Demonstrate Your Problem-Solving Abilities
The role involves troubleshooting and providing technical assistance. Prepare to discuss specific challenges you've faced in previous positions and how you resolved them. This will show your analytical skills and your ability to think on your feet.
✨Prepare Questions for Them
Interviews are a two-way street. Prepare insightful questions about the company's digital transformation goals and how the service desk fits into that vision. This shows your genuine interest in the role and helps you assess if it's the right fit for you.
