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- Tasks: Lead a dynamic IT support team and ensure exceptional customer service delivery.
- Company: Join a trusted UK-based provider of innovative IT and Cloud services with a global impact.
- Benefits: Enjoy perks like private medical insurance, company events, and a pension scheme.
- Why this job: Be part of a forward-thinking culture focused on continuous improvement and operational excellence.
- Qualifications: Proven experience in managing multi-tiered IT support teams and strong technical expertise required.
- Other info: Opportunities for professional growth with certifications and a supportive work environment.
The predicted salary is between 36000 - 60000 £ per year.
My client is a privately owned, ethical provider of IT and Cloud services, headquartered in the UK with a global reach. For over 16 years, they have been delivering innovative, secure, and cost-effective technology solutions and services to a diverse range of industries. Their forward-thinking approach, combined with a strong commitment to customer service and long-term partnerships, has positioned them as a trusted advisor in the IT services space.
As the Service Desk Manager, you will provide strategic leadership to a dynamic team of 1st, 2nd, and 3rd line support engineers (team of 5). Your role will be pivotal in driving operational excellence, cultivating a culture of continuous improvement, and ensuring the consistent delivery of exceptional customer service. You will align service delivery with organizational goals, effectively manage stakeholder expectations, and contribute to the ongoing enhancement of their IT service management practices.
- Proven experience managing a multi-tiered IT support team (1st to 3rd line)
- Strong leadership and team management skills
- Demonstrated hands-on technical expertise across a broad range of IT systems and infrastructure, including end-user support, networking, cloud platforms (e.g., Microsoft 365, Azure), and enterprise tools
- Prior experience in customer-facing or MSP (Managed Service Provider) environments
- Experience managing SLAs, KPIs, and producing regular service performance reports
- Extensive experience in delivering exceptional customer service within an IT support environment, with a strong focus on user satisfaction, empathy, and clear communication
- Self-audit all work and ensure it meets all applicable technical and operational quality standards
- Demonstrated proficiency in using Service Desk management tools, such as FreshService, to streamline IT service operations and enhance support efficiency
- Any Microsoft/AWS Certifications
- Experience with remote monitoring and management (RMM) tools
- ITIL Intermediate or Expert Level certification
Company benefits include:
- Company pension
- Private medical insurance (after qualifying period)
- Salary sacrifice employee discount scheme
- Company events
- Free parking
- Qualifying share options scheme
- Company car scheme
Service Desk Manager - IT Support employer: iRecruit Partners Ltd
Contact Detail:
iRecruit Partners Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager - IT Support
✨Tip Number 1
Familiarise yourself with the specific IT service management tools mentioned in the job description, like FreshService. Being able to discuss your experience with these tools during an interview will show that you're ready to hit the ground running.
✨Tip Number 2
Highlight your leadership skills by preparing examples of how you've successfully managed multi-tiered support teams in the past. Be ready to discuss how you foster a culture of continuous improvement and exceptional customer service.
✨Tip Number 3
Research the company’s approach to customer service and their commitment to ethical practices. This will help you align your answers with their values and demonstrate that you’re a good cultural fit for the team.
✨Tip Number 4
Prepare to discuss your experience with SLAs and KPIs, as well as how you've used data to improve service delivery. Showing that you can manage performance metrics effectively will be crucial in this role.
We think you need these skills to ace Service Desk Manager - IT Support
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience managing multi-tiered IT support teams. Emphasise your leadership skills and any hands-on technical expertise you have across IT systems, especially in areas like cloud platforms and networking.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the company's commitment to customer service and operational excellence. Share specific examples of how you've driven improvements in previous roles and how you align with their values.
Highlight Relevant Certifications: If you have any Microsoft or AWS certifications, or ITIL Intermediate/Expert Level certification, make sure to mention these prominently in your application. They are highly relevant to the role and will strengthen your candidacy.
Showcase Customer Service Experience: Since the role focuses on exceptional customer service, include examples from your past experiences where you successfully managed stakeholder expectations and delivered user satisfaction. This will demonstrate your fit for the position.
How to prepare for a job interview at iRecruit Partners Ltd
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to fostering a culture of continuous improvement and operational excellence.
✨Highlight Technical Expertise
Be ready to discuss your hands-on experience with various IT systems and infrastructure. Make sure to mention specific technologies like Microsoft 365, Azure, and any relevant certifications you hold, as this will show your technical proficiency.
✨Emphasise Customer Service Experience
Since the role requires exceptional customer service skills, prepare to share instances where you've gone above and beyond for clients. Highlight your ability to manage SLAs and KPIs while ensuring user satisfaction through clear communication and empathy.
✨Familiarise Yourself with Service Desk Tools
Understanding tools like FreshService is crucial for this position. Brush up on your knowledge of service desk management tools and be prepared to discuss how you've used them to enhance support efficiency in previous roles.
