At a Glance
- Tasks: Lead a team delivering top-notch IT support in Energy and Policing sectors.
- Company: Join a close-knit, professional environment that values your ideas and performance.
- Benefits: Competitive salary, flexible working, and opportunities for growth.
- Other info: Minimum four days in the office with one day remote; travel to clients needed.
- Why this job: Make a real impact by leading a capable team in secure IT services.
- Qualifications: Experience in IT service leadership and strong technical skills required.
The predicted salary is between 43000 - 58000 £ per year.
Job Description
- Eligibility to gain NPPV3 + SC Security Clearance.
- Similar IT service leadership role experience
- Lead, coach, and develop the Service Desk team to deliver outstanding customer support.
- Maintain service levels and a CSAT score above 8.5.
- Act as the escalation point for major incidents and complex issues.
- Refine and manage Service Desk processes (incident, request, problem, change).
- Ensure smooth project handovers into steady-state service.
- Use performance data and dashboards to drive improvement and decision-making.
- Represent the MSP in customer service reviews, providing insights and service reports.
- Experience leading or managing a Service Desk or IT support team within an MSP.
- Strong technical grounding across infrastructure, networking, and cloud technologies.
- Proven ability to manage escalations and communicate clearly with senior stakeholders.
- Familiarity with ITIL and ISO27001 frameworks.
- Customer-focused, calm under pressure, and committed to continuous improvement.
Service Desk Manager in Keighley employer: Headway Recruitment
Join a dynamic and supportive team as a Service Desk Manager, where your leadership will directly contribute to delivering exceptional IT services in the Energy and Policing sectors. With a strong focus on employee development, a collaborative work culture, and a commitment to continuous improvement, this role offers you the opportunity to thrive in a professional environment that values your contributions. Enjoy the flexibility of a hybrid working model, competitive salary, and the chance to make a meaningful impact while working closely with key clients.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Keighley
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Headway Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Headway Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Keighley
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Headway Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Headway Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Headway Recruitment!
How to prepare for a job interview at Headway Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
