At a Glance
- Tasks: Lead a dynamic team of engineers to deliver top-notch customer service.
- Company: Join a vibrant Managed Service Provider (MSP) in London with a strong culture.
- Benefits: Enjoy a competitive salary, 10% bonus, and opportunities for professional growth.
- Other info: This role offers a chance to inspire and develop a cohesive team.
- Why this job: Make a real impact while working with cutting-edge Microsoft technologies.
- Qualifications: Experience in managing service desks and knowledge of ITIL frameworks required.
The predicted salary is between 44000 - 52000 £ per year.
Job Description
Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.
Are you a true leader looking for an opportunity to make a positive impact?
Are you an operational and performance-driven individual who can ensure first-class customer service?
Want to make your mark in an amazing MSP?
This is a brilliant role to lead an amazing team of support/field engineers in a great MSP based in London. They're a strong unit with strong culture and have strong focus on Microsoft technologies.
Responsibilities
- Direct line management of 1st - 3rd Line Engineers + 3 Field Engineers
- Improve the operational performance of team
- Ability to inspire and understand different people - tailor your management style
- Excellent communicator - be liked and respected
- Use metrics and KPIs to assess performance and drive improvements
- Build and develop a cohesive team; manage people effectively through coaching and instilling the right behaviours
- Train the service desk team on how to deliver outstanding customer experience
- Perform skills analysis, identifying technical training needs across the team
- Act as a senior escalation point for complex support issues; take ownership and drive to resolution
- Monitor SLAs, optimise KPIs and service metrics to drive high performance and outstanding customer satisfaction
- Partner with the Malaysian teams to ensure consistent, high-quality global service operations overall.
- Experience managing a busy service desk in an MSP environment
- Experience of IT service management frameworks (eg, ITIL)
- Strong grasp of Microsoft-based technologies
- Commercial awareness: able to collaborate with sales and account teams to identify value-add opportunities
This role requires a Service Desk Manager who can oversee day to day activities of the service desk operations to ensure users and clients receive the support they need. This is an exciting time and a chance for the ideal candidate to lead positive change and make a real impact.
Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.
Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based. employer: InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen
Join a dynamic Managed Service Provider in London, where your leadership will drive operational excellence and foster a culture of outstanding customer service. With a strong emphasis on employee development and a collaborative work environment, you'll have the opportunity to inspire a talented team while enjoying competitive benefits, including a generous bonus structure. This is not just a job; it's a chance to make a meaningful impact in a thriving tech community.
Contact Details:
InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen. 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 InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen 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 - £55,000 - £65,000 + 10% bonus - London/Office based.
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 InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen:Your cover letter is your chance to shine! Tell us why you want to work at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen 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 InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen!
How to prepare for a job interview at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen
✨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.
