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- Tasks: Lead and mentor a team of support engineers while managing IT Helpdesk operations.
- Company: Join a well-established client known for their commitment to service excellence.
- Benefits: Enjoy a dynamic work environment with opportunities for professional growth and development.
- Why this job: This role combines technical expertise with leadership, making a real impact on support services.
- Qualifications: Strong experience in 1st and 2nd line IT support; familiarity with ITIL and ITSM tools required.
- Other info: Certifications in ITIL or related areas are a plus!
The predicted salary is between 36000 - 60000 £ per year.
My well established Client is looking for an IT Service Desk Team Manager, an IT professional with a passion for leading support teams. The IT Helpdesk Manager will join a team and lead their IT Helpdesk operations efficiently. This role requires both technical expertise and leadership skills to ensure the smooth running of support services.
Key Responsibilities:
Team Leadership: Lead and mentor a team of 1st and 2nd line support engineers (Currently 2).
Ticket Deep Dive: Conduct in-depth analysis of support tickets to ensure issues are resolved accurately and efficiently.
Service Desk Tools: Use service desk technologies (such as ITSM tools, remote access solutions, and knowledge resources) to manage and track support requests.
ITIL Framework: Ensure all support processes align with ITIL best practices to maintain service excellence.
Technical Support: Provide hands-on support for 1st and 2nd line issues, leveraging your broad technical knowledge in areas like Windows OS, networking, Office 365, and more.
Reporting: Generate and review service metrics to improve operational performance.
Strong experience in 1st and 2nd line IT support.
Familiarity with ITIL framework and best practices.
Proficient in IT service management (ITSM) tools and remote access solutions.
Experience with troubleshooting a wide range of technical issues.
Excellent communication skills and the ability to work efficiently under pressure.
Desirable:
Certifications in ITIL or related areas.
IT Service Desk Manager (IT Helpdesk) employer: Itil
Contact Detail:
Itil Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager (IT Helpdesk)
✨Tip Number 1
Showcase your leadership skills by sharing specific examples of how you've successfully managed and mentored support teams in the past. Highlight any improvements in team performance or customer satisfaction that resulted from your leadership.
✨Tip Number 2
Familiarize yourself with the ITIL framework and be prepared to discuss how you have implemented ITIL best practices in previous roles. This will demonstrate your commitment to service excellence and operational efficiency.
✨Tip Number 3
Be ready to dive deep into technical scenarios during discussions. Prepare to explain how you would approach troubleshooting common 1st and 2nd line issues, showcasing your broad technical knowledge in areas like Windows OS and Office 365.
✨Tip Number 4
Research the latest trends in IT service management tools and remote access solutions. Being knowledgeable about current technologies will not only impress us but also show that you're proactive in staying updated in the field.
We think you need these skills to ace IT Service Desk Manager (IT Helpdesk)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT support, team leadership, and familiarity with ITIL best practices. Use specific examples that demonstrate your technical expertise and management skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for leading support teams and your commitment to service excellence. Mention your experience with ITSM tools and how you have successfully resolved technical issues in the past.
Showcase Relevant Certifications: If you have certifications in ITIL or related areas, be sure to include them prominently in your application. This will demonstrate your commitment to professional development and understanding of industry standards.
Prepare for Technical Questions: Anticipate technical questions related to 1st and 2nd line support issues, as well as scenarios involving team leadership. Be ready to discuss how you would handle specific challenges in an IT Helpdesk environment.
How to prepare for a job interview at Itil
✨Show Your Leadership Skills
As an IT Service Desk Manager, you'll need to demonstrate your ability to lead and mentor a team. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and how you motivate others.
✨Be Ready for Technical Questions
Expect questions that dive deep into your technical expertise, especially regarding 1st and 2nd line support issues. Brush up on your knowledge of Windows OS, networking, and Office 365, and be prepared to discuss specific troubleshooting scenarios.
✨Familiarize Yourself with ITIL Practices
Since the role emphasizes ITIL best practices, make sure you understand the framework thoroughly. Be ready to discuss how you've implemented ITIL processes in previous roles and how they improved service delivery.
✨Prepare Metrics and Reporting Examples
The job involves generating and reviewing service metrics, so come prepared with examples of how you've used data to improve operational performance. Discuss any tools or methodologies you've used to track and analyze support requests.
