At a Glance
- Tasks: Lead a team to deliver top-notch IT support and improve service processes.
- Company: Join a dynamic organisation focused on innovative IT solutions.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Exciting role with potential for career advancement in a fast-paced environment.
- Why this job: Make a real impact by enhancing IT services and leading a passionate team.
- Qualifications: Proven leadership in IT support and strong customer service skills required.
The predicted salary is between 30000 - 30000 £ 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 Technology
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 flexible working arrangements and the opportunity to collaborate with diverse teams across the organisation, ensuring a rewarding and meaningful career path.
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 that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss your experience with ITSM tools and how you've improved service delivery in past roles.
✨Tip Number 3
Prepare for the unexpected! In interviews, you might face scenario-based questions. Think about how you'd handle high-priority incidents or improve service desk processes, and be ready to share your thought process.
✨Tip Number 4
Don't forget to apply through our website! We love seeing candidates who are proactive. Plus, it gives you a better chance to showcase your fit for the Service Desk Manager role directly to us.
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 speaks directly 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 align with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific examples of how you've improved service delivery or led a team effectively. Let us know your passion for customer service!
Show Off Your Metrics:Since we love data-driven decisions, include any metrics or KPIs you've managed in previous roles. Whether it's ticket resolution times or customer satisfaction scores, we want to see how you've made an impact in your past positions.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status. Plus, it’s super easy!
How to prepare for a job interview at Hays Technology
✨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 team leadership experience. Think about times when you successfully managed a team or resolved conflicts, as this role requires strong leadership to guide Level 1 and Level 2 analysts.
✨Understand SLAs and KPIs
Brush up on your knowledge of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be prepared to discuss how you've monitored and reported on these metrics in previous roles to ensure high-quality service delivery.
✨Communicate Clearly
Since clear communication is key in this role, practice articulating your thoughts concisely. Prepare to demonstrate your customer service orientation by sharing examples of how you've maintained strong communication standards in past positions.
