Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 perks like 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 43200 - 72000 £ 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
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 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 experience by preparing examples of how you've successfully managed and developed multi-tiered support teams in the past. This will demonstrate your capability to lead the team effectively at StudySmarter.
✨Tip Number 3
Research the company’s approach to customer service and operational excellence. Be ready to share your thoughts on how you can contribute to their culture of continuous improvement and align service delivery with their organisational goals.
✨Tip Number 4
Prepare to discuss your experience with SLAs and KPIs, as well as how you've used data to drive process improvements. This will help you stand out as a candidate who understands the importance of performance metrics in a Service Desk Manager 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. Use specific examples that demonstrate your hands-on technical expertise and ability to drive process improvements.
Craft a Compelling Cover Letter: In your cover letter, emphasise your commitment to exceptional customer service and your experience in customer-facing environments. Mention how your skills align with the company's goals and your understanding of their IT service management practices.
Highlight Relevant Certifications: If you have any relevant certifications, such as Microsoft or AWS certifications, or ITIL qualifications, 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 narratives.
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 them to achieve operational excellence.
✨Demonstrate Technical Expertise
Make sure to highlight your hands-on technical skills across various IT systems and infrastructure. Be ready to provide examples of how you've tackled complex technical issues and the tools you used, such as Microsoft 365 or Azure.
✨Communicate Effectively
Excellent communication is key in this role. Practice articulating your thoughts clearly, especially when discussing service delivery and stakeholder management. Prepare to explain how you've communicated technical information to non-technical audiences.
✨Focus on Customer Service Excellence
Since the company values exceptional customer service, be ready to share specific instances where you've gone above and beyond for users. Discuss your approach to ensuring user satisfaction and how you've implemented process improvements in previous roles.
