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- Tasks: Manage support activities for 15 clients, handling bugs and site changes.
- Company: Join a dynamic eCommerce company focused on client satisfaction and growth.
- Benefits: Enjoy remote work flexibility, training opportunities, and a clear career path.
- Why this job: Perfect for those looking to step up in their career with varied tasks and client interaction.
- Qualifications: Ideal candidates have service desk or project management experience and strong organisational skills.
- Other info: One office day per week; training for Adobe certification provided.
The predicted salary is between 36000 - 54000 £ per year.
Job Description
Support Desk Manager – Up to 45k – 1 day office/4 days remote – eCommerce Were seeking a reliable and organised Support Desk Manager to oversee reactive support activities for a portfolio of approximately 15 clients. The role involves managing client-raised bugs, maintenance tasks, minor site changes, and small upgrades. Candidates with a background in service desk operations or project management are ideal, as the position requires strong organisational skills, personable client interaction, and confidence in managing client relationships. The successful candidate will triage incoming tickets, provide first-line support, and escalate issues to development teams as necessary. While not essential, experience with Adobe Commerce is advantageous, with training and certification opportunities available. The role offers scope to manage small projects, conduct audits for new clients, and support server migrations. This position suits individuals with around three years’ experience, including those currently in 1st or 2nd line support roles looking to step up, or project managers interested in transitioning into support management. The role includes budget management responsibilities and uses a Kanban board to organise workload. Candidates should be trustworthy, detail-oriented, and confident in client-facing situations. Interaction with some smaller clients may be as infrequent as once a month, making the role manageable and varied. The working pattern includes one office day per week (Wednesday), with the remainder remote. We welcome applicants currently employed, including those with longer notice periods, and offer a clear career path with training and funding towards Adobe certification, progressing towards Head of Support roles. Skills: Service desk or project management background Strong organisational and triage skills Confident and personable client communication Experience managing multiple clients (approx. 15) First-line support experience Detail-oriented ticket management Budget management Ability to manage reactive work (bugs, maintenance, minor upgrades) Basic technical understanding (Adobe Commerce advantageous) Experience using Kanban boards or similar workload management tools Software/Tools: Kanban board tools (e.g. Jira, Trello) Ticketing systems (ITSM tools) Adobe Commerce (training provided) Certifications & Standards: Adobe Commerce certification (training and funding available) ITIL knowledge advantageous but not essential
InterQuest Group is acting as an employment agency for this vacancy. InterQuest Group is an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of age, disability, gender, religion/belief, race, marriage, civil partnership, pregnancy, maternity, sex or sexual orientation. Please make us aware if you require any reasonable adjustments throughout the recruitment process.
Service Desk Manager employer: Interquest
Contact Detail:
Interquest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with Kanban boards and ticketing systems like Jira or Trello. Being able to demonstrate your understanding of these tools during the interview will show that you're ready to hit the ground running.
✨Tip Number 2
Brush up on your client communication skills. Since this role involves managing client relationships, practice articulating how you would handle various client scenarios, especially in a support context.
✨Tip Number 3
If you have experience with Adobe Commerce, be sure to highlight it. If not, consider doing some quick online research or tutorials to get a basic understanding, as this could set you apart from other candidates.
✨Tip Number 4
Prepare examples from your past experiences where you've successfully managed multiple clients or projects. This will help illustrate your organisational skills and ability to handle reactive work effectively.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in service desk operations or project management. Emphasise your organisational skills and any client-facing roles you've had, as these are crucial for the Support Desk Manager position.
Craft a Compelling Cover Letter: In your cover letter, explain why you're interested in the role and how your background aligns with the job requirements. Mention your experience with ticket management and client communication, and express your enthusiasm for the opportunity to manage multiple clients.
Showcase Relevant Skills: Highlight specific skills that match the job description, such as your experience with Kanban boards, budget management, and first-line support. If you have any knowledge of Adobe Commerce, be sure to include that as well.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is essential for the role.
How to prepare for a job interview at Interquest
✨Showcase Your Organisational Skills
As a Support Desk Manager, you'll need to demonstrate strong organisational abilities. Be prepared to discuss how you've managed multiple clients or projects in the past, and share specific examples of how you prioritised tasks and triaged support tickets effectively.
✨Demonstrate Client Interaction Experience
This role requires confident and personable communication with clients. During the interview, highlight your experience in client-facing situations, focusing on how you've built relationships and handled challenging interactions. Use real-life scenarios to illustrate your approach.
✨Familiarise Yourself with Kanban Boards
Since the position involves using Kanban boards for workload management, it’s beneficial to have a good understanding of this tool. If you have experience with Jira or Trello, be ready to discuss how you've used these tools to manage tasks and improve efficiency.
✨Prepare for Technical Questions
While not essential, having a basic understanding of Adobe Commerce can set you apart. Brush up on your knowledge of the platform and be ready to discuss any relevant experience. If you don’t have direct experience, express your willingness to learn and take advantage of the training opportunities offered.
