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- Tasks: Lead a dynamic Service Desk team and enhance customer service across various departments.
- Company: Join a forward-thinking council with a focus on innovation and collaboration.
- Benefits: Part-time hours, flexible work environment, and opportunities for professional growth.
- Why this job: Make a real difference by improving services and leading a passionate team.
- Qualifications: Strong leadership skills and experience in managing operational teams.
- Other info: Engage in a fast-paced environment with a focus on continuous improvement.
The predicted salary is between 24000 - 36000 ÂŁ per year.
An exciting opportunity to lead our busy, customer‑focused Service Desk within a dynamic and agile ICT environment. We’re looking for a motivated leader to manage a multi‑disciplinary team supporting Council‑wide services including ICT, HR, Finance, Accounts Payable, Procurement and more. You’ll drive service performance, manage escalations, enhance our knowledge base, and lead continuous improvement across a fast‑moving operational service.
Responsibilities
- Lead and develop a high‑performing Service Desk team
- Oversee incidents, service requests, KPIs and customer satisfaction
- Manage processes, knowledge bases and service improvements
- Support cyber incident response and BACS bureau processes
- Work collaboratively across Digital & ICT and wider services
What we’re looking for
- Strong leadership and communication skills
- Experience managing operational teams and performance targets
- Ability to problem‑solve, prioritise and drive service improvements
- Customer‑focused approach and confidence working in agile & flexible environments
Details
- Part‑time: 15 hours per week
For an informal discussion about the role, please contact Richard Barker, Head of ICT Operations and Support on 01482 614 505 or email Richard.Barker@hullcc.gov.uk
Please ensure that your application demonstrates how you meet the essential criteria against the person specification as listed in the job description.
SERVICE DESK TEAM MANAGER employer: Hull City Council
Contact Detail:
Hull City Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land SERVICE DESK TEAM MANAGER
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Service Desk Team Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by practising common questions related to leadership and service management. We can help you with mock interviews to boost your confidence and ensure you shine when it counts!
✨Tip Number 3
Showcase your problem-solving skills during interviews. Share specific examples of how you've tackled challenges in previous roles. This will demonstrate your ability to drive service improvements, which is key for this position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace SERVICE DESK TEAM MANAGER
Some tips for your application 🫡
Show Off Your Leadership Skills: Make sure to highlight your leadership experience in your application. We want to see how you've led teams before and what strategies you used to drive performance and improve service delivery.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to match the job description. We’re looking for specific examples that demonstrate your ability to manage operational teams and meet performance targets.
Be Customer-Focused: Since this role is all about customer satisfaction, make sure to include any relevant experiences where you’ve put customers first. We love seeing how you’ve handled escalations or improved service based on customer feedback.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Hull City Council
✨Know Your Team Dynamics
Before the interview, take some time to research what makes a high-performing team in a service desk environment. Be ready to discuss your leadership style and how you can motivate a multi-disciplinary team. Think about specific examples from your past experiences that showcase your ability to lead and develop teams.
✨Understand the KPIs
Familiarise yourself with key performance indicators relevant to service desks. Be prepared to talk about how you've managed KPIs in previous roles and how you would approach them in this position. This shows that you’re not just a leader but also someone who understands the metrics that drive success.
✨Customer Focus is Key
Since this role is customer-focused, think about how you’ve handled customer satisfaction in the past. Prepare to share specific instances where you improved service delivery or resolved escalations effectively. Highlighting your customer-centric approach will resonate well with the interviewers.
✨Show Your Problem-Solving Skills
Be ready to discuss how you approach problem-solving, especially in an agile environment. Think of examples where you’ve successfully navigated challenges or implemented service improvements. This will demonstrate your ability to adapt and thrive in a fast-moving operational service.
