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- Tasks: Lead a 24/7 service desk team, ensuring efficient incident resolution and high service standards.
- Company: Join a rapidly growing FinTech organisation in Manchester, transforming the industry.
- Benefits: Enjoy hybrid working, competitive salary up to £55,000, and additional perks.
- Why this job: Be part of a dynamic team driving continuous improvement and making a real impact.
- Qualifications: Experience in IT support leadership, strong communication skills, and knowledge of service desk tools required.
- Other info: Flexible hybrid work model with 2 days on-site in Manchester.
The predicted salary is between 39600 - 66000 £ per year.
Manchester
Hybrid (2 days p/w on site)
Up to £55,000 + benefits
Harvey Nash are proud to be partnered with a FinTech organisation based in Manchester; who are going through a largescale transformation, and has big plans to grow further at scale this year. As such, we are looking to recruit an experienced Service Desk Manager on a permanent basis. This role will include the flexibility of hybrid working; however, to be successful in this role you will be required to be on site in Manchester 2 days per week.
Role Summary: The Service Desk Manager is responsible for leading a 24/7 service desk team, ensuring efficient resolution of incidents and service requests while maintaining high service standards and supporting continuous improvement initiatives.
Key Responsibilities:
- Lead day-to-day operations of the service desk, ensuring SLAs are met and issues are resolved promptly.
- Use ServiceNow and other tools to manage, monitor, and report on team performance and service levels.
- Coach and develop team members, handle escalations, and support recruitment and onboarding.
- Drive continual service improvement, maintain accurate documentation, and develop knowledge bases.
- Manage major incidents and ensure escalation procedures are followed.
- Identify and implement process improvements to enhance efficiency and service quality.
- Collaborate across departments to support business objectives and ensure effective communication.
Requirements:
- Proven experience in IT support leadership or service desk management roles.
- Strong understanding of service desk tools, ITIL framework, and Office 365.
- Excellent leadership, communication, and customer service skills.
- Skilled in performance analysis, conflict resolution, and decision-making under pressure.
- Adaptable and collaborative, with a focus on results and team development.
If you would like to be considered for this opportunity, please apply directly online and if your application is successful; one of the team will be in touch.
Service Desk Manager employer: Harvey Nash
Contact Detail:
Harvey Nash Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ServiceNow and other service desk tools mentioned in the job description. Having hands-on experience or knowledge of these platforms will give you an edge during interviews, as you'll be able to discuss how you've used them to improve service delivery.
✨Tip Number 2
Brush up on your ITIL framework knowledge. Understanding the principles of IT service management will not only help you in the role but also demonstrate your commitment to best practices in service delivery when speaking with our hiring team.
✨Tip Number 3
Prepare examples of how you've led a service desk team in the past, focusing on your leadership style and how you've driven performance improvements. This will showcase your ability to manage and develop a team effectively, which is crucial for this role.
✨Tip Number 4
Network with professionals in the FinTech sector or those who have worked in similar roles. Engaging with others in the industry can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job with us.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support leadership and service desk management. Use specific examples that demonstrate your skills in performance analysis, conflict resolution, and team development.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of the role and the FinTech industry. Mention your familiarity with tools like ServiceNow and your knowledge of the ITIL framework, as these are crucial for the position.
Highlight Leadership Skills: In your application, emphasise your leadership and communication skills. Provide examples of how you've successfully coached and developed team members or managed major incidents in previous roles.
Showcase Continuous Improvement Initiatives: Discuss any past experiences where you identified and implemented process improvements. This will demonstrate your proactive approach to enhancing service quality and efficiency, which is key for the Service Desk Manager role.
How to prepare for a job interview at Harvey Nash
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on your coaching and development strategies.
✨Familiarise Yourself with ServiceNow
Since this role involves using ServiceNow, make sure you understand its functionalities. Be ready to discuss how you've used similar tools in previous roles to manage and report on team performance.
✨Understand ITIL Framework
Brush up on your knowledge of the ITIL framework, as it's crucial for this position. Be prepared to explain how you've applied ITIL principles in your past experiences to improve service delivery.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your conflict resolution and decision-making skills under pressure. Think of specific situations where you've successfully managed major incidents or escalations.
