At a Glance
- Tasks: Lead and motivate a service desk team to deliver top-notch IT support.
- Company: Dynamic tech company focused on empowering clients through technology.
- Benefits: Full-time office role with opportunities for training and career growth.
- Other info: Join a supportive environment that values continuous learning and development.
- Why this job: Make a real impact by shaping IT support services and enhancing client satisfaction.
- Qualifications: Experience in managing IT support teams and excellent communication skills.
The predicted salary is between 40000 - 50000 £ per year.
Our client is expanding…!
An exciting opportunity has arisen for a Service Desk Manager to join our team.
Please note
this is an office-based role. Being present on site is essential to becoming part of the team, building relationships, and leading effectively.
Founded in 2000, our client has always had a single purpose in mind: helping people get the most out of their technology!
It’s not just about fixing broken systems, though of course that plays a part, they believe IT should be a business enabler, not a cost burden, and they work hard to deliver real value beyond business continuity.
Their highly skilled team shares the belief that clients’ IT is their business, and should be treated as such.
The service and support provided reflects this ethos.
Their client base spans sectors from retail and entertainment to manufacturing; the key element is that the trust placed in our client as their local friendly experts.
They provide a full range of services including
- Supporting desktops and servers
- Cloud systems
- Email systems
- Virtualisation
- Backup and disaster recovery
- Anti-virus
- Networking and more..
They're constantly expanding services and want every team member to be part of that journey. That means supporting employees and encouraging them to learn new skills.
This opportunity will involve leading, developing and managing the service desk team to deliver excellent IT support across the customer base.
You’ll oversee team performance, provide guidance on escalations and take responsibility for service standards.
You’ll also ensure service performance is tracked, reporting on SLAs and KPIs to senior leadership and driving continuous improvement across the desk.
As Service Desk Manager your duties and responsibilities will include
- Leading, supporting, and motivating the service desk team to deliver excellent client service.
- Providing guidance on escalated issues and managing client concerns effectively.
- Overseeing the allocation, monitoring and closure of support tickets.
- Ensuring SLAs and KPIs are met and reporting performance to senior leadership.
- Analysing service desk data to identify trends and drive improvement.
- Building strong relationships with clients and ensuring customer satisfaction.
- Encouraging training, development, and certification within the team.
- Maintaining a positive team culture that balances performance, collaboration, and growth.
- Supporting the wider business in developing and expanding service offerings.
- The ideal candidate will have the following key skills and preferred experience:
Essential Skills
- Previous experience managing or leading a service desk or IT support team.
- Familiarity with common IT environments including Windows desktops and servers, Microsoft 365, cloud platforms, networking, security, and backup solutions (awareness rather than hands-on expertise).
- Excellent communication skills, both verbal and written.
- Ability to manage client escalations professionally and calmly.
- Experience monitoring and reporting on SLAs and KPIs.
- Strong organisational skills with attention to detail.
- Able to balance leadership responsibilities with occasional hands-on support.
- Problem-solving mindset with a focus on outcomes.
- Full UK driving licence and access to a car.
- Willingness to work full-time in the office.
Ideal Skills
- Experience using helpdesk applications and reporting tools.
- Knowledge of IT support processes and escalation management.
- Exposure to a wide range of client sectors and IT environments.
- Background in driving service improvements and implementing best practice.
You will be supported by senior engineers and work closely with senior leadership to ensure our clients receive the best possible service.
We encourage continuous learning and skills development, and we want our managers to grow alongside the team they lead.
If you are motivated to lead, improve, and shape IT support services, we’d love to hear from you.
Service Desk Manager in Manchester employer: Humnize
As a Service Desk Manager at our client’s company, you will be part of a dynamic team dedicated to transforming IT into a business enabler. With a strong emphasis on employee growth and continuous learning, the company fosters a collaborative work culture where your leadership will directly impact service excellence. Located in a vibrant office environment, you will enjoy the benefits of working alongside skilled professionals who share a commitment to delivering exceptional client support across diverse sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Humnize. 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 Humnize 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 Manchester
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 Humnize:Your cover letter is your chance to shine! Tell us why you want to work at Humnize 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 Humnize!
How to prepare for a job interview at Humnize
✨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.
