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For Companies At a Glance
- Tasks: Lead a team of engineers to deliver top-notch customer service and improve operations.
- Company: Join a multi-award winning MSP and Cisco Gold Partner experiencing rapid growth.
- Benefits: Enjoy hybrid working with just one day in the office per week.
- Why this job: Make a real impact in a dynamic environment while developing your leadership skills.
- Qualifications: Experience in team leadership, ITIL knowledge, and familiarity with Cisco or Microsoft Azure required.
- Other info: Opportunity to work with cutting-edge technology stacks and enhance your career in IT.
The predicted salary is between 48000 - 84000 £ per year.
Service Desk Manager – £60,000-£70,000 – Networking / Cloud – Hybrid / Surrey (1 day/ week)
Are you a true leader looking for an opportunity to make a positive impact with a busy Service Desk?
Want to work for an exciting MSP who are massively scaling up?
Are you an operational and performance-driven individual who can ensure first-class customer service
?Working for a Cisco Gold Partner, multi-award winning, forward-thinking MSP who are boasting growth year on year. Service Centre Manager who can improve the operational performance of a team of up to 20 1st & 2nd Line Engineers. The Service Centre covers multiple technology stacks, including Cisco UC Collaboration, Cisco Network Security and Cloud Services. Your primary responsibility will be to ensure the smooth operation and continuous improvement of the Service Centre, delivering exceptional customer service and technical support to our clients.
Knowledge & Experien ce
Team Leadership experience in a technical operations environment
Strong knowledge of ITIL – Incident, Problem, Change, Event, Knowledge, Asset & Configuration Management
Technical acumen in an operations environment
Background of supporting/managing Cisco and/or Microsoft Azure estates is required.
Able to communicate and collaborate at senior levels
Experience of mature ITSM and Observability tooling
Key Responsibilities:
Leadership and Management
Lead a team of service centre engineers to deliver a strong customer experience
Conduct regular performance reviews
Identify training needs to support team development
Foster a positive and collaborative work environment
Work with other areas of the business to establish the Service Centre as a cornerstone of the value proposition
Service Centre Operations
Oversee the day-to-day operations of the 24/7 Service Center
Monitor and manage service desk performance metrics
Develop and implement processes and procedures to enhance team productivity
Be the escalation point for the Service Centre for Incident and Major Incident management
Lead the onboarding of new Managed Services custom ers.
Service Desk Manager – £60,000-£70,000 – Networking / Cloud – Hybrid / Surrey (1 day/ week)
Service Desk Manager - Itil - Hybrid Working employer: InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment
Contact Detail:
InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - Itil - Hybrid Working
✨Tip Number 1
Make sure to highlight your leadership experience in a technical operations environment. This role requires someone who can effectively manage a team of engineers, so showcasing your past successes in team management will set you apart.
✨Tip Number 2
Familiarize yourself with ITIL practices, especially in Incident, Problem, and Change Management. Being able to discuss how you've applied these principles in previous roles will demonstrate your operational expertise.
✨Tip Number 3
If you have experience with Cisco or Microsoft Azure, be ready to discuss specific projects or challenges you've faced. This technical acumen is crucial for the role, and sharing relevant examples will show your capability.
✨Tip Number 4
Prepare to talk about how you've improved service desk performance metrics in the past. Providing concrete examples of how you've enhanced productivity or customer satisfaction will resonate well with the hiring team.
We think you need these skills to ace Service Desk Manager - Itil - Hybrid Working
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership experience in a technical operations environment. Emphasize your knowledge of ITIL and any relevant experience with Cisco or Microsoft Azure.
Craft a Strong Cover Letter: In your cover letter, express your passion for delivering exceptional customer service and your ability to improve operational performance. Mention specific examples from your past roles that demonstrate your skills.
Showcase Team Leadership Skills: Provide examples of how you have successfully led teams in the past. Discuss your approach to conducting performance reviews and identifying training needs to support team development.
Highlight Technical Acumen: Detail your technical knowledge related to the various technology stacks mentioned in the job description. This includes your experience with ITSM and observability tooling, as well as your familiarity with incident and major incident management.
How to prepare for a job interview at InfraView - Specialist Cloud & IT Infrastructure Technology Recruitment
✨Showcase Your Leadership Skills
As a Service Desk Manager, your leadership experience is crucial. Be prepared to discuss specific examples of how you've successfully led teams in a technical operations environment, focusing on how you fostered collaboration and improved performance.
✨Demonstrate ITIL Knowledge
Since strong knowledge of ITIL processes is essential for this role, make sure to highlight your experience with Incident, Problem, Change, Event, Knowledge, Asset, and Configuration Management. Prepare to discuss how you've applied these principles in past roles.
✨Technical Acumen is Key
Be ready to talk about your technical background, especially with Cisco and Microsoft Azure. Share specific instances where your technical skills helped resolve issues or improve service delivery, as this will show your capability to manage the Service Centre effectively.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of situations where you had to manage incidents or lead a team through challenges, and be ready to explain your thought process and outcomes.
