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For Companies 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.
- 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.
- Other info: This role offers a chance to inspire and develop a cohesive team.
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
Contact Detail:
InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - £55,000 - £65,000 + 10% bonus - London/Office based.
✨Tip Number 1
Familiarise yourself with the latest Microsoft technologies and IT service management frameworks like ITIL. This knowledge will not only help you in interviews but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Be ready to discuss specific situations where you inspired your team or improved performance metrics.
✨Tip Number 3
Network with professionals in the Managed Service Provider (MSP) sector. Attend industry events or join relevant online forums to connect with others who can provide insights or even referrals for the role.
✨Tip Number 4
Prepare to discuss how you would handle complex support issues and escalate them effectively. Think of scenarios where you've resolved challenging problems and be ready to share your thought 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 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing service desks, particularly in an MSP environment. Emphasise your leadership skills and any specific achievements related to improving operational performance.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your ability to inspire teams. Mention your familiarity with Microsoft technologies and IT service management frameworks like ITIL, as these are crucial for the role.
Highlight Key Metrics: When detailing your previous roles, include specific metrics and KPIs you have used to assess performance. This will demonstrate your data-driven approach and ability to drive improvements in service delivery.
Showcase Communication Skills: Since excellent communication is key for this role, provide examples of how you've effectively communicated with teams and clients in the past. This could include instances where you resolved complex issues or improved team cohesion.
How to prepare for a job interview at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your communication style and how you tailor your approach to different individuals.
✨Understand the Metrics
Familiarise yourself with key performance indicators (KPIs) and service level agreements (SLAs) relevant to service desk operations. Be ready to discuss how you've used metrics to drive improvements in previous roles and how you plan to implement this in the new position.
✨Highlight Your Technical Knowledge
Since the role focuses on Microsoft technologies, brush up on your knowledge of these systems. Be prepared to discuss your experience with IT service management frameworks like ITIL and how they can be applied to enhance service delivery.
✨Demonstrate Customer-Centric Thinking
The role requires a strong focus on customer service. Think of specific instances where you've improved customer satisfaction or resolved complex issues. Show that you understand the importance of delivering an outstanding customer experience and how you would train your team to do the same.