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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 leader transforming the IT sector.
- Benefits: Enjoy 25 days holiday, private healthcare, and professional development opportunities.
- Why this job: Make a real impact in a collaborative environment with ambitious growth plans.
- Qualifications: Proven experience in service desk management and strong leadership skills required.
- Other info: Be part of a top-rated workplace with a focus on inclusivity and employee well-being.
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.
- 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.
- 25 days’ holiday.
- 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. If you need any reasonable adjustments or extra support during the recruitment process, please contact us at reasonableadjustments@netcompany.com.
Service Desk Manager in Leeds employer: Netcompany
Contact Detail:
Netcompany 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 employees at Netcompany on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the Service Desk Manager role. Personal connections can give you an edge!
✨Tip Number 2
Prepare for the interview by brushing up on ITIL best practices and service desk management strategies. We want to see your passion for customer satisfaction and continuous improvement, so be ready to share examples of how you've led teams to success in the past.
✨Tip Number 3
Showcase your leadership skills! During interviews, highlight your experience in managing teams and improving processes. We love candidates who can demonstrate a collaborative spirit and a knack for fostering high-performance cultures.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re genuinely interested in joining our team at Netcompany. Let’s make it happen!
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 improving service delivery, as these are key aspects of the job. We want to see how your skills align with our needs!
Showcase Your Leadership Skills: In your application, don’t forget to showcase your leadership skills. Talk about how you've developed high-performing teams and fostered a collaborative culture. We love seeing examples of proactive leadership!
Be Clear and Concise: When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for us to read. We appreciate straightforward communication, especially when it comes to your achievements and experiences.
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 the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Netcompany
✨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 shows you're not just familiar with the theory but can implement it effectively.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in managing and developing teams. Think about specific situations where you fostered a high-performance culture or improved team dynamics. This will help the interviewers see you as a natural leader who can inspire and motivate others.
✨Be Ready for Scenario Questions
Expect questions that put you in hypothetical situations related to service desk operations. Practice responding to scenarios involving escalations, resource planning, or process improvements. This will demonstrate your problem-solving skills and ability to think on your feet.
✨Understand the Company Culture
Research Netcompany's values and culture, especially their emphasis on agility and low bureaucracy. Be prepared to discuss how your personal values align with theirs and how you can contribute to their entrepreneurial spirit. This will show that you're not just looking for any job, but that you're genuinely interested in being part of their team.
