At a Glance
- Tasks: Lead the IT Service Desk team and ensure top-notch support across business units.
- Company: Join K3 Advisory Group, a dynamic company with a collaborative culture.
- Benefits: Enjoy hybrid work, competitive salary, and opportunities for professional growth.
- Other info: Great chance to shape a service desk function in a multi-site environment.
- Why this job: Make a real impact by enhancing IT support and driving team performance.
- Qualifications: Proven leadership in service/support desk management and knowledge of ITIL.
The predicted salary is between 33750 - 41250 £ per year.
The Group IT Service Desk Manager is responsible for the Group IT Service Desk function, taking day-to-day ownership of first and second-line support delivery to all K3 Advisory Group business units with the exception of Wealth Management and Business Sales, which are supported separately. Reporting to the Head of Group IT, the role line manages the Principal Support Analysts and Support Analysts, and is responsible for embedding the Service function SOP pack, maintaining coverage across sites, and driving the performance and accountability agenda for desk staff. This is a hybrid workstyle, aligned to our Manchester office with 3 days onsite and 2 days from home.
Key responsibilities
- Line manage the Principal Support Analysts and the Support Analyst team.
- Own the Group IT Service Desk function end to end, providing support to all group business units except Wealth Management and Business Sales.
- Own rota and coverage planning for the Service Desk.
- Drive adoption of the Service function SOP pack across the Service Desk team, feeding back gaps or local exceptions to the Head of Group IT.
- Act as the escalation point for Service Desk tickets that breach or are at risk of breaching SLA.
- Lead the accountability conversation with desk staff, using Halo ITSM data on ticket handling, SLA performance and priority accuracy.
- Support recruitment and onboarding for the Service Desk team, including the open Support Analyst seat.
- Report Service Desk performance into the weekly Technology SLT cycle via the Head of Group IT.
Key relationships
- Head of Group IT — line manager and performance sponsor.
- Principal Support Analysts and Support Analysts — direct reports.
- IT Manager (Business Sales, Bolton) and Service Team Leader (Malaysia) — peer hub leads.
- People team — accountability framework, recruitment, compliance training rollout.
Person specification
Essential
- Proven people-management experience leading a service/support desk team, ideally 5+ direct/indirect reports.
- Working knowledge of ITIL and a modern ITSM platform.
- Track record of introducing or embedding SOPs and driving consistent process adherence.
- Confident using operational data to have direct, evidence-based performance conversations.
Desirable
- Experience standing up or restructuring a service desk function, rather than only running a steady-state team.
- Exposure to multi-site or multi-entity organisations.
- Formal ITIL certification.
Key performance indicators
- Service Desk SLA compliance % and ticket-aging trend across supported business units.
- SOP adherence across the Service Desk team.
- Staff retention and engagement within the Service Desk team.
- Successful onboarding of the open Support Analyst seat.
Group IT Service Desk Manager in Manchester employer: K3 Advisory Group
K3 Law is an exceptional employer for Corporate Associates, offering a dynamic work environment in Manchester that fosters both professional growth and work-life balance. With a focus on mid-market M&A transactions, employees benefit from competitive salaries, market-leading bonuses, and the opportunity to work flexibly, all while being part of a rapidly expanding boutique law firm backed by a leading advisory group. Join a team where your contributions are valued, and career progression is based purely on merit, making it an ideal place for ambitious legal professionals.
StudySmarter Expert Advice🤫
We think this is how you could land Group IT Service Desk Manager in Manchester
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what K3 Advisory Group values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges K3 Advisory Group might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at K3 Advisory Group!
✨Direct Apply to K3 Advisory Group
Let's not forget to apply directly through the K3 Advisory Group website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Group IT Service Desk Manager in Manchester
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at K3 Advisory Group.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at K3 Advisory Group. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at K3 Advisory Group
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
