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- Tasks: Lead a dynamic team of IT support engineers to deliver exceptional customer service.
- Company: Join a trusted UK-based provider of innovative IT and Cloud services with a global reach.
- Benefits: Enjoy a relaxed dress code, private medical insurance, and company events.
- Why this job: Be part of a forward-thinking culture focused on operational excellence and continuous improvement.
- Qualifications: Proven experience managing multi-tiered IT support teams and strong leadership skills required.
- Other info: Opportunity for professional growth with potential share options and a company car scheme.
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.
Essential Requirements:
- 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
- Ability to understand and escalate complex technical issues
- Excellent interpersonal and communication skills with the ability to provide a narrative on the operation to board level
- Ability to drive process improvements and automation initiatives
- Prior experience in customer-facing or MSP (Managed Service Provider) environments
- Demonstrated ability to lead, mentor, and develop technical staff across various skill levels
- 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
- Can work to agreed time scales and understands the need for escalation
- Strong problem determination skills, ensuring issues, problems, and tasks are accurately assessed and assigned to the appropriate skill set, facilitating quicker and more effective resolution
- Demonstrated proficiency in using Service Desk management tools, such as FreshService, to streamline IT service operations and enhance support efficiency
Desirable Requirements:
- Self-confident with the ability to transmit appropriate messages to appropriate audiences
- Any Microsoft/AWS Certifications
- Experience with remote monitoring and management (RMM) tools
- ITIL Intermediate or Expert Level certification
- Worked with ISO Regulations 27001/9001
Benefits:
- Relaxed dress code
- Company pension
- Private medical Insurance (after qualifying period)
- Salary sacrifice Employee discount scheme
- Company events
- Free parking
- Qualifying share options scheme
- Company car scheme
Locations
Service Desk Manager (Lyndhurst) 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 (Lyndhurst)
✨Tip Number 1
Familiarise yourself with the latest IT service management practices and tools, especially those mentioned in the job description like FreshService. This knowledge will not only help you during interviews but also demonstrate your commitment to operational excellence.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed multi-tiered support teams in the past. Be ready to discuss specific challenges you faced and how you overcame them to improve team performance.
✨Tip Number 3
Research the company’s approach to customer service and their ethical stance in the IT industry. Understanding their values will allow you to align your responses during interviews and show that you're a good cultural fit.
✨Tip Number 4
Prepare to discuss your experience with SLAs and KPIs in detail. Be ready to explain how you've used these metrics to drive improvements in service delivery and user satisfaction, as this is crucial for the role.
We think you need these skills to ace Service Desk Manager (Lyndhurst)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience managing multi-tiered IT support teams and showcases your leadership skills. Include specific examples of how you've driven operational excellence and improved customer service in previous roles.
Craft a Compelling Cover Letter: In your cover letter, emphasise your hands-on technical expertise and your ability to manage complex technical issues. Mention your experience with IT service management practices and how you align service delivery with organisational goals.
Highlight Relevant Certifications: If you have any relevant certifications, such as Microsoft or AWS certifications, or ITIL Intermediate/Expert Level certification, make sure to include these prominently in your application. They can set you apart from other candidates.
Showcase Communication Skills: Since excellent interpersonal and communication skills are essential for this role, provide examples in your application of how you've effectively communicated with stakeholders at various levels, including board level. This could be through reports, presentations, or direct interactions.
How to prepare for a job interview at iRecruit Partners Ltd
✨Showcase Your Leadership Skills
As a Service Desk Manager, your leadership abilities are crucial. Be prepared to discuss your experience managing multi-tiered IT support teams and how you've successfully led and developed team members across various skill levels.
✨Demonstrate Technical Expertise
Make sure to highlight your hands-on technical knowledge in areas like networking, cloud platforms, and enterprise tools. Be ready to provide examples of how you've resolved complex technical issues in the past.
✨Communicate Effectively
Excellent communication skills are essential for this role. Practice articulating your thoughts clearly, especially when discussing operational narratives or service performance with stakeholders at all levels.
✨Emphasise Customer Service Excellence
Since the company values exceptional customer service, prepare to share specific instances where you've gone above and beyond to ensure user satisfaction. Highlight your empathy and clear communication in these scenarios.
