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- Tasks: Lead a dynamic service desk team, ensuring top-notch support and continuous improvement.
- Company: Join Netcompany, a fast-growing tech disruptor in the UK with a vibrant culture.
- Benefits: Enjoy private healthcare, pension contributions, professional certifications, and lifestyle discounts.
- Why this job: Shape your career in a supportive environment while making a real impact on client satisfaction.
- Qualifications: Proven leadership experience in IT service environments and excellent communication skills.
- Other info: Access to the Netcompany Academy for tailored professional development and growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Netcompany is one of the fastest growing technology companies in the UK, recognised for disrupting the marketplace and helping to transform the IT sector. We deliver IT Transformation and Delivery services to some of the most well-known organisations in the UK and can count 18% of the FTSE 100 as clients, delivering services across several different sectors.
We are seeking a proactive and experienced Service Desk Manager to lead our 24x7x365 react and respond service desk team. You will be responsible for overseeing the day-to-day operations of the service desk team of 16+ staff, ensuring the delivery of exceptional support services to our clients in line with ITIL best practices and contractual SLAs.
The ideal candidate is a natural leader with a passion for customer satisfaction, continuous improvement, and developing high-performing teams.
Key Responsibilities- Manage and develop a team of service desk operators, fostering a collaborative and high-performance culture.
- Continuously review and improve service desk processes, tools, and knowledge bases to enhance efficiency and customer satisfaction.
- Manage team scheduling, workload distribution, and resource planning to ensure optimal coverage.
- Act as the primary point of contact for escalations and maintain strong relationships with internal technical teams.
- Implement and oversee quality control measures to ensure a consistent and high standard of service delivery.
- Monitor and report on service desk performance using key metrics.
- Proven experience as a Service Desk Manager, Operations Team Lead, or in a similar lead role within an IT service environment.
- Must be UK National able to achieve SC Clearance.
- Must be available to work in the Leeds office on a consistent basis (minimum 60%).
- Excellent communication and documentation skills and a demonstrated ability to collaborate effectively with cross-functional technical and non-technical teams.
- Experience working in an IT consultancy or Managed Service Provider (MSP) environment supporting multiple service clients.
- Experience of leading performance reviews, improvement plans, setting tasks/goals and enforcing team standards to deliver exceptional service.
- Strong organizational, planning, and interpersonal skills are essential.
- Familiarity with ITSM tools such as ServiceNow.
- Experience supporting bespoke applications and complex IT infrastructure.
- Initiating and driving team and service improvement activities.
- Understanding of service commercial aspects, status and delivery requirements.
Through our Netcompany Academy, we offer a diverse range of courses, seminars and certifications carefully curated to support your development. As you advance in your career, the Academy tailors its offerings to enhance your managerial skills, deepen your understanding of methodologies, hone your leadership abilities, and fine-tune your strategic acumen.
Must be willing to do UK based travel for projects. Must have the right to work in the UK. Must be able to attain a UK Security Clearance.
Benefits include- Private Medical Health care via Vitality
- Pension contribution, Life Assurance
- Professional certifications supported as part of learning and development.
- A range of retail discounts to enhance your lifestyle, encompassing restaurants, supermarkets, travel, leisure activities and health and well-being services.
- Access to our Employee Resource Groups, our groups represent diverse backgrounds and provide a platform for colleagues to connect, learn, and support one another.
Join Netcompany, where we proudly hold the 5th position on the esteemed UK Top 50 Best Places to Work in the Glassdoor Employees’ Choice Awards for 2024. At Netcompany, we pride ourselves on our entrepreneurial spirit and our capacity for doing things differently. Our culture is built on fostering low bureaucracy, emphasizing high agility and promoting flexibility, enabling everyone to contribute their best.
Netcompany is committed to providing an inclusive and barrier-free recruitment process for anyone wishing to apply for a job with us. We operate a Disability Confident Interview Scheme which means that we offer guaranteed interviews to all applicants with a disability who meet the minimum criteria for a role. Applicants are asked to opt in, so please let us know if you wish your application to be considered under this scheme.
Service Desk Manager in Leeds employer: Netcompany Group
Contact Detail:
Netcompany Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Netcompany on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by researching common questions for Service Desk Managers. Think about how your experience aligns with their needs, especially around ITIL practices and team management.
✨Tip Number 3
Show off your leadership skills during the interview! Share specific examples of how you've developed teams and improved service delivery in past roles. They want to see that you're a natural leader.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Netcompany team.
We think you need these skills to ace Service Desk Manager in Leeds
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience in managing teams and delivering exceptional customer service, as these are key for us at Netcompany.
Showcase Your Leadership Skills: In your application, don’t forget to showcase your leadership skills. We want to see how you've developed high-performing teams and fostered a collaborative culture in your previous roles.
Be Clear and Concise: When writing your cover letter, be clear and concise. We appreciate straightforward communication, so get to the point while still showing your passion for the role and the company.
Apply Through Our Website: Finally, make sure to apply through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity with Netcompany!
How to prepare for a job interview at Netcompany Group
✨Know Your ITIL Inside Out
As a Service Desk Manager, you'll need to demonstrate a solid understanding of ITIL best practices. Brush up on key concepts and be ready to discuss how you've applied them in previous roles. This will show your potential employer that you're not just familiar with the theory but can also implement it effectively.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully managed and developed teams in the past. Highlight specific instances where you fostered a high-performance culture or improved team dynamics. This will help illustrate your capability as a natural leader, which is crucial for this role.
✨Be Ready to Discuss Metrics
Since monitoring service desk performance is a key responsibility, come prepared to talk about the metrics you've used in previous positions. Be specific about how you've leveraged data to drive improvements and ensure exceptional service delivery. This will demonstrate your analytical skills and commitment to continuous improvement.
✨Understand the Company Culture
Research Netcompany's values and culture before the interview. Be ready to discuss how your personal values align with theirs, especially regarding agility and flexibility. Showing that you understand and appreciate their entrepreneurial spirit will set you apart from other candidates.
