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- Tasks: Lead a team of 4 engineers and manage ticket workloads.
- Company: Join an award-winning IT Managed Services Provider with a stellar reputation.
- Benefits: Immediate start, potential for growth, and a dynamic work environment.
- Why this job: Drive excellence in a Greenfield site and make a real impact.
- Qualifications: Must be ITIL certified with strong leadership skills.
- Other info: Office presence required 5 days a week in London.
The predicted salary is between 48000 - 72000 £ per year.
We are working with an award-winning IT Managed Services Provider growing significantly as a result of a track record of meeting and exceeding customer expectations. One of their key clients has a requirement for a Service Desk Manager, to manage a Team of 4 engineers. You will be driving excellence across a Greenfield site – an immediate start is required and you will be expected in the London office 5 days a week. This will extend and there is a lot of work should you make the right impression.
Responsibilities
- Direct line management of 4 Service Desk Engineers
- Manage operations and scope of ticket workloads
- Co-ordinate the implementation of a new ITSM tool
- Improve delivery of SLA’s
- Create KPI’s
- Reduce Ticket response times
- Improve project handover into the support portal
- Service Monthly reviews
- Scheduling of rota
- Recruitment
Key Attributes
- ITIL certified
- Respected but liked
- Experienced
- Ability to lead a team
- Strong Character
- Flexible & agile
- Someone who can & will implement change
- Someone who can take accountability
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Service Desk Manager - ITIL - Cloud employer: InfraView Ltd
Contact Detail:
InfraView Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - ITIL - Cloud
✨Tip Number 1
Familiarize yourself with ITIL best practices and be ready to discuss how you've applied them in previous roles. Highlight specific examples of how you've improved service delivery or reduced ticket response times.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss your approach to team motivation and performance management.
✨Tip Number 3
Research the company’s current ITSM tools and be prepared to suggest improvements or alternatives. This shows initiative and a proactive mindset, which are key attributes for this role.
✨Tip Number 4
Demonstrate your flexibility and adaptability by sharing experiences where you successfully implemented change in a fast-paced environment. Employers value candidates who can thrive under pressure and drive positive outcomes.
We think you need these skills to ace Service Desk Manager - ITIL - Cloud
Some tips for your application 🫡
Understand the Role: Make sure you fully understand the responsibilities of a Service Desk Manager. Highlight your experience in managing teams, improving SLA delivery, and implementing ITSM tools in your application.
Tailor Your CV: Customize your CV to reflect your ITIL certification and relevant experience. Emphasize your leadership skills and any previous successes in reducing ticket response times or improving service delivery.
Craft a Compelling Cover Letter: Write a cover letter that showcases your strong character and ability to implement change. Use specific examples from your past roles to demonstrate how you can drive excellence in a Greenfield site.
Highlight Key Attributes: In your application, make sure to mention your flexibility, accountability, and respect as a leader. These attributes are crucial for the role and should be evident in your writing.
How to prepare for a job interview at InfraView Ltd
✨Show Your ITIL Expertise
Make sure to highlight your ITIL certification and any relevant experience you have with IT service management. Be prepared to discuss how you've applied ITIL principles in previous roles, especially in managing service desk operations.
✨Demonstrate Leadership Skills
Since you'll be managing a team of engineers, it's crucial to showcase your leadership abilities. Share examples of how you've successfully led teams in the past, focusing on your approach to motivating and developing team members.
✨Discuss Change Management
The role requires someone who can implement change effectively. Prepare to talk about specific instances where you've driven change within an organization, including the challenges you faced and how you overcame them.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to manage ticket workloads. Think through potential situations you might encounter as a Service Desk Manager and how you would handle them, particularly regarding SLA delivery and KPI creation.
