At a Glance
- Tasks: Lead a team to deliver top-notch IT support and improve service processes.
- Company: Join a dynamic organisation focused on high-quality IT service management.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement and innovation.
- Why this job: Make a real impact by enhancing IT support for a diverse workforce.
- Qualifications: Proven leadership in IT support and strong customer service skills required.
The predicted salary is between 28000 - 42000 £ per year.
The Service Desk Manager is responsible for ensuring the delivery of high-quality, responsive IT support to staff across a geographically dispersed organisation. The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards. The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.
Key Responsibilities
- Lead and manage Level 1 and Level 2 Service Desk analysts.
- Ensure effective handling of incidents and service requests in line with SLAs.
- Monitor workload distribution and ensure efficient ticket progression.
- Act as an escalation point for high-priority incidents during business hours.
- Maintain clear communication standards and a strong customer service culture.
- Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
- Drive continuous improvement initiatives.
- Contribute to evaluation of modern ITSM tools (e.g. ServiceNow).
- Ensure Service Desk processes align with ITIL best practice.
- Conduct supplier performance review meetings.
- Support compliance with safeguarding, GDPR, and information security requirements.
- Work collaboratively with infrastructure teams and third-party suppliers to ensure seamless service delivery.
Essential Skills & Experience
- Strong team leadership skills and experience.
- Proven experience in a service desk or IT support role with hands-on diagnosis and troubleshooting.
- Strong customer service orientation with excellent communication skills.
- Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
- Experience using IT service management tools (e.g., Hornbill, ServiceNow).
- Ability to manage multiple tasks and prioritise effectively in a fast-paced environment.
- Understanding of ITIL principles and service management best practices.
Desirable
- ITIL certification.
- Experience with Microsoft Intune, Azure AD, and endpoint management.
- Data processing and reporting skills.
- Experience supporting hybrid working environments and remote users.
Service Desk Manager (ITSM) in Crewe employer: Hays Specialist Recruitment Limited
As a Service Desk Manager with us, you will thrive in a dynamic and supportive work environment that prioritises employee growth and development. Our commitment to high-quality IT support is matched by our dedication to fostering a strong team culture, where your leadership skills will be valued and your contributions to service improvement initiatives will make a real impact. Located in a vibrant area, we offer competitive daily rates and the opportunity to work collaboratively with talented professionals across a geographically dispersed organisation.
Contact Details:
Hays Specialist Recruitment Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager (ITSM) in Crewe
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your achievements in service desk management. This can be a game-changer during interviews, showcasing your hands-on experience and leadership abilities.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms to refine your responses. Focus on articulating your experience with ITIL principles and customer service excellence.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you, and applying directly can sometimes give you an edge over other candidates. Plus, it’s super easy!
We think you need these skills to ace Service Desk Manager (ITSM) in Crewe
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in IT support, team leadership, and any relevant ITSM tools you've used. We want to see how your skills match what we're looking for!
Showcase Your Communication Skills:Since this role involves maintaining clear communication standards, it's crucial to showcase your excellent communication skills in your application. Use examples that demonstrate how you've effectively communicated with teams or customers in the past.
Highlight Continuous Improvement Initiatives:We love candidates who are proactive about improvement! Mention any initiatives you've led or contributed to that improved service delivery or processes. This shows us you're not just about maintaining the status quo.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about us and what we do!
How to prepare for a job interview at Hays Specialist Recruitment Limited
✨Know Your ITSM Tools
Familiarise yourself with the ITSM tools mentioned in the job description, like Hornbill and ServiceNow. Be ready to discuss your experience with these platforms and how you've used them to improve service delivery.
✨Showcase Leadership Skills
Prepare examples that highlight your leadership experience, especially in managing Level 1 and Level 2 Service Desk analysts. Think about specific situations where you effectively handled incidents or escalated high-priority issues.
✨Understand ITIL Principles
Brush up on ITIL best practices and be prepared to discuss how you've applied these principles in your previous roles. This will show your understanding of service management and your commitment to continuous improvement.
✨Communicate Clearly
Since strong communication is key for this role, practice articulating your thoughts clearly and concisely. Consider how you would maintain clear communication standards and foster a strong customer service culture within your team.
