At a Glance
- Tasks: Lead a dynamic service desk team, ensuring top-notch customer service and SLA performance.
- Company: Join one of the UK's largest independent telecoms providers with a customer-first ethos.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Embrace a hands-on role in a collaborative and innovative company culture.
- Why this job: Make a real impact by enhancing customer experiences and driving team success.
- Qualifications: 3+ years managing service desk teams in a fast-paced MSP environment.
The predicted salary is between 39150 - 47850 £ per year.
Service Desk Manager —Location: London/ Birmingham | Department: IT | Reports to: CTO | Full-time We are hiring for a our clients who run a Commercial Telecoms offering, managing all of their clients business communication needs.
They are one of the UK’s largest independently owned communication solutions providers, delivering a range of telephony and IT products and services, UK wide.
Their "customer first "approach is at the heart of who they are and what they do.
They emphasise the partnerships that they build are held in esteem and are a key to their ethos.
The clients are currently managing 4,000 customers, ensuring products and services are delivered seamessly and effortlessly.
Our clients' customer care, empowerment, delivery, evolution and teamwork are paramount putting customers, employees and communities first while driving accountability, learning and high performance Our client is seeking a Service Desk Manager to ensure the smooth running of their MSP service desk, with a focus on SLA performance, customer feedback and team morale.
You’ll manage multi-site service desk leaders, own SLA delivery, champion customer experience and drive continuous process and people improvements.
You must have experience of working within a Managed Service Provider (MSP)Key responsibilities Own and drive SLA performance and service delivery across the service desk, supported by the Operations Manager.
Ensure effective ticket lifecycle management (logging → escalation → resolution) and escalate appropriately.
Review ticket audits, deliver coaching/training and run periodic incentives to maintain engagement.
Monitor customer feedback and NPS; act as an escalation point for customer issues and major incidents.
Provide line management for team leaders across multiple locations; conduct 1:1s, skills reviews, recruitment and onboarding.
Maintain and deliver product/service training and coordinate external supplier training.
Improve and document service desk processes and ensure adherence to business controls (eg.
ISO 27001, policies, H&S).
Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience.
Person specification : Essential3+ years’ experience managing a service desk team of 20+ within an MSP/managed service environment.
Strong knowledge of Windows, Microsoft 365/cloud services, networking fundamentals, endpoint management and security tools.
Experience supporting SME clients across multiple industries.
Hands-on with ticketing systems (eg.
Freshservice) and reporting.
Proven track record managing SLAs, KPIs and delivering in customer-focused environments.
Experience personally handling escalations and major incidents through to resolution.
Desirable Experience managing multi-site or remote teams.
Experience transforming or improving service desk operations.
Familiarity with commercial aspects (contracts, renewals, roadmaps).
Attributes Hands-on, lead-from-the-front mentality.
Customer-first mindset.
Highly organised with strong multitasking ability.
Manager Dienstverlening in London employer: MBR Partners
As a Principal CPU Microarchitect at one of the world's leading technology companies, you will be part of a dynamic and innovative work culture that fosters creativity and collaboration. With a commitment to employee growth, the company offers extensive training and development opportunities, ensuring you can advance your career while working on cutting-edge technologies in a supportive environment. Located in the UK, this role also benefits from the company's strong partnerships with academic institutions, providing a unique chance to contribute to groundbreaking advancements in technology.
StudySmarter Expert Advice🤫
We think this is how you could land Manager Dienstverlening in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MBR Partners. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MBR Partners before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Manager Dienstverlening in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MBR Partners:Your cover letter is your chance to shine! Tell us why you want to work at MBR Partners specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MBR Partners!
How to prepare for a job interview at MBR Partners
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
