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- Tasks: Lead a dynamic team to deliver exceptional IT support and drive operational excellence.
- Company: Join a trusted, ethical IT provider with over 16 years of innovative solutions.
- Benefits: Enjoy a relaxed dress code, private medical insurance, and company events.
- Why this job: Be part of a forward-thinking culture that values continuous improvement and customer satisfaction.
- Qualifications: Proven experience in managing multi-tiered IT support teams and strong leadership skills required.
- Other info: Opportunities for professional development and potential share options available.
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
Service Desk Manager employer: Job Traffic
Contact Detail:
Job Traffic Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨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 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 environment.
We think you need these skills to ace Service Desk Manager
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 in areas like networking and cloud platforms.
Craft a Compelling Cover Letter: In your cover letter, explain why you're passionate about the role of Service Desk Manager. Discuss your commitment to customer service and how your previous experiences align with the company's values and goals.
Showcase Relevant Skills: Clearly outline your skills in managing SLAs, KPIs, and producing service performance reports. Mention any experience with Service Desk management tools like FreshService, as this is crucial for the role.
Prepare for Interviews: If invited for an interview, be ready to discuss your approach to driving process improvements and automation initiatives. Prepare examples of how you've led and mentored technical staff in the past.
How to prepare for a job interview at Job Traffic
✨Showcase Your Leadership Skills
As a Service Desk Manager, your leadership abilities are crucial. Be prepared to discuss your experience in 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 for this role. Practice articulating your thoughts clearly, especially when discussing service delivery and performance metrics. You may need to explain technical concepts to non-technical stakeholders, so tailor your language accordingly.
✨Emphasise Customer Service Focus
This position requires a strong commitment to customer satisfaction. Prepare to share specific instances where you've improved user satisfaction or resolved customer issues effectively, showcasing your empathy and problem-solving skills.
