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- Tasks: Lead a dynamic service desk team to ensure top-notch customer support and seamless service delivery.
- Company: Join one of the UK's largest independent telecoms providers with a strong customer-first ethos.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Collaborative culture with opportunities for training and development.
- Why this job: Make a real impact by enhancing customer experiences and driving service excellence.
- Qualifications: 3+ years managing a service desk team with strong tech knowledge and customer focus.
The predicted salary is between 50000 - 65000 £ per year.
We are hiring for a client who runs 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 across the UK. Client’s customer-first approach is at the heart of who they are and what they do. They emphasise the partnerships they build as held in esteem and a key to their ethos. They currently manage 4,000 customers, ensuring products and services are delivered seamlessly and effortlessly. Their customer care, empowerment, delivery, evolution and teamwork are paramount, putting customers, employees and communities first while driving accountability, learning and high performance.
Responsibilities:
- Own and drive SLA performance and service delivery across the service desk, supported by the Operations Manager.
- 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 (e.g. ISO 27001, policies, H&S).
- Foster cross-team communication (service desk, procurement, account management) to ensure seamless customer experience.
Qualifications:
- 3+ 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 (e.g. 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.
- Experience managing multi-site or remote teams.
- Experience transforming or improving service desk operations.
- Familiarity with commercial aspects (contracts, renewals, roadmap).
Attributes:
- Hands-on, lead-from-the-front mentality.
- Highly organised with strong multitasking ability.
Service Desk Manager employer: MBR Partners
Contact Detail:
MBR Partners Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Service Desk Manager role.
✨Tip Number 2
Show off your skills! When you get the chance to chat with potential employers, make sure to highlight your experience managing service desks and your knack for improving processes. Use real examples to demonstrate how you've driven SLA performance and customer satisfaction.
✨Tip Number 3
Be proactive! If you see a job that fits, don’t just wait for the application window to open. Reach out directly to the hiring manager or recruiter. Express your interest and ask about the role. It shows initiative and can set you apart from other candidates.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you prepare for interviews and showcase your skills. Plus, applying directly can sometimes give you an edge over others who apply through job boards.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience managing service desk teams, especially in an MSP environment, and showcase your knowledge of relevant tools and technologies.
Craft a Compelling Cover Letter: Your cover letter should reflect your passion for customer service and your ability to drive SLA performance. Use specific examples from your past experiences to demonstrate how you’ve successfully managed teams and improved service delivery.
Showcase Your Leadership Skills: As a Service Desk Manager, leadership is key. In your application, emphasise your experience in conducting 1:1s, skills reviews, and team training. We want to see how you’ve empowered your team and fostered a collaborative environment.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at MBR Partners
✨Know Your Stuff
Make sure you brush up on your knowledge of service desk operations, especially in a managed service environment. Familiarise yourself with ticketing systems like Freshservice and be ready to discuss how you've managed SLAs and KPIs in the past.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to share specific examples of how you've led teams before. Talk about your experience with coaching, conducting 1:1s, and how you've fostered cross-team communication to enhance customer experience.
✨Customer-Centric Mindset
Highlight your commitment to customer satisfaction. Be ready to discuss how you've handled escalations and major incidents, and how you’ve used customer feedback to improve service delivery. This will show that you align with the client’s customer-first approach.
✨Be Organised and Engaging
Demonstrate your organisational skills by preparing a structured outline of your career achievements and how they relate to the job. Engage with your interviewers by asking insightful questions about their service desk processes and how you can contribute to their goals.