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- Tasks: Lead a 24/7 service desk team, ensuring quick incident resolution and high service standards.
- Company: Join a rapidly growing FinTech organisation in Manchester, transforming the industry.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a dynamic team driving innovation and continuous improvement in tech support.
- Qualifications: Experience in IT support leadership, strong communication skills, and knowledge of service desk tools required.
- Other info: Flexible working with just two days on-site in Manchester.
The predicted salary is between 44000 - 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 large-scale 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.
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 the ITIL framework and ServiceNow, as these are crucial for the Service Desk Manager role. Being able to discuss your experience with these tools in detail will show that you're well-prepared for the responsibilities.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you improved team performance or resolved conflicts effectively.
✨Tip Number 3
Research the company’s recent projects and transformation initiatives. This knowledge will allow you to tailor your conversation during interviews, demonstrating your genuine interest in their growth and how you can contribute.
✨Tip Number 4
Prepare to discuss your approach to continuous service improvement. Think of examples where you've implemented process enhancements in previous roles, as this aligns perfectly with the job's focus on efficiency and quality.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support leadership and service desk management. Use specific examples that demonstrate your understanding of service desk tools and the ITIL framework.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and your ability to drive continual service improvement. Mention your experience with tools like ServiceNow and how you've successfully managed teams in the past.
Highlight Key Skills: In your application, emphasise your excellent communication and customer service skills. Provide examples of how you've handled escalations and resolved conflicts effectively in previous roles.
Show Enthusiasm for the Role: Convey your excitement about the opportunity to work with a FinTech organisation undergoing transformation. Discuss how your adaptability and collaborative approach align with their business objectives.
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 the 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
Having a strong grasp of the ITIL framework is crucial for this position. Brush up on its principles and be prepared to explain how you've applied them to improve service desk operations in your past experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills under pressure. Think of specific incidents you've managed, how you handled escalations, and what process improvements you implemented to enhance service quality.
