Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead the service desk team, ensuring top-notch IT support and incident resolution.
- Company: Join a dynamic company focused on exceptional customer service in IT.
- Benefits: Enjoy hybrid working options and competitive pay of £195 per day.
- Why this job: Make a real impact while fostering a positive, customer-centric culture.
- Qualifications: Experience in IT service management and strong communication skills are essential.
- Other info: Be prepared for some evening, night, or weekend shifts as it's a 24/7 service.
The predicted salary is between 40000 - 60000 £ per year.
Are you an experienced IT professional with a passion for delivering exceptional customer service? If so, this could be the perfect role for you! The company is seeking a talented IT Service Desk Manager to join their dynamic team and make a real impact.
As the ICT Service Desk Manager, you will be responsible for overseeing the day-to-day operations of the company's service desk. This includes managing incident resolution, implementing effective KPIs and SLAs, and ensuring the team delivers a seamless IT support experience to all users.
Key responsibilities of the IT Service Desk Manager role include:
- Conducting a comprehensive gap analysis of the current service desk and providing recommendations for improvement
- Reviewing and optimising the company's ITSM tool and processes to enhance efficiency
- Developing and implementing effective staffing models and schedules to meet 24/7 service requirements
- Driving continuous improvement initiatives to enhance the overall quality of IT support
- Fostering a positive, customer-centric culture within the service desk team
What We're Looking For
The ideal candidate for the IT Service Desk Manager role will have:
- Significant experience in an IT service or support function, with a proven track record of managing service desk operations
- Excellent knowledge of incident management, change management, and ITIL best practices
- Strong analytical and problem-solving skills to identify and address service desk challenges
- Exceptional communication and interpersonal abilities to liaise with stakeholders at all levels
- A degree in IT, Business Management, or a related field, or equivalent industry experience
Important - This service desk is 24/7 so some evening / night / weekend shifts may be required.
If you're ready to take on a rewarding challenge and contribute to the success of this dynamic company, we encourage you to apply for the ICT Service Desk Manager role today!
IT Service Desk Manager employer: Lorien
Contact Detail:
Lorien Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL best practices, as they are crucial for the role. Being able to discuss how you've applied these principles in past experiences will show your expertise and readiness for the position.
✨Tip Number 2
Highlight your experience in managing service desk operations by preparing specific examples of challenges you've faced and how you overcame them. This will demonstrate your problem-solving skills and ability to drive improvements.
✨Tip Number 3
Network with professionals in the IT service management field. Engaging with others can provide insights into the latest trends and challenges, which you can reference during discussions with us.
✨Tip Number 4
Be prepared to discuss your approach to fostering a customer-centric culture within a team. Sharing your strategies for motivating and developing staff will resonate well with our values at StudySmarter.
We think you need these skills to ace IT Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT service management, particularly any roles where you've managed service desk operations. Use specific examples that demonstrate your skills in incident management and ITIL best practices.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and detail how your previous experiences align with the responsibilities of the IT Service Desk Manager role. Mention your ability to drive continuous improvement and foster a positive team culture.
Highlight Relevant Skills: Clearly outline your analytical and problem-solving skills in your application. Provide examples of how you've successfully addressed challenges in previous service desk roles, as this will show your capability to manage the demands of the position.
Showcase Your Communication Abilities: Since the role requires exceptional communication skills, include instances where you've effectively liaised with stakeholders at various levels. This could be through managing teams, collaborating on projects, or resolving customer issues.
How to prepare for a job interview at Lorien
✨Showcase Your ITIL Knowledge
Make sure to highlight your understanding of ITIL best practices during the interview. Be prepared to discuss how you've implemented these principles in previous roles, particularly in incident and change management.
✨Demonstrate Leadership Skills
As a Service Desk Manager, you'll need to lead a team effectively. Share examples of how you've motivated teams, managed conflicts, or improved team performance in past positions.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare to discuss specific scenarios where you've successfully resolved service desk challenges or improved processes.
✨Emphasise Customer-Centric Approach
The role requires fostering a positive, customer-focused culture. Be ready to explain how you've prioritised customer satisfaction in your previous roles and any initiatives you've led to enhance user experience.
