At a Glance
- Tasks: Lead a dynamic Service Desk team to deliver top-notch support and drive service improvements.
- Company: Join NICE, a leading organisation dedicated to improving health and wellbeing across the UK.
- Benefits: Enjoy flexible working, generous leave, and an excellent NHS pension scheme.
- Other info: Be part of a diverse community with tailored development opportunities.
- Why this job: Make a real difference in society while developing your career in a supportive environment.
- Qualifications: Experience in managing support teams and a passion for customer service excellence.
The predicted salary is between 46000 - 52000 £ per year.
Do you want to do meaningful work that makes a genuine difference to society? Our main purpose here at The National Institute for Health and Care Excellence (NICE) is to improve health and wellbeing by putting science and evidence at the heart of health and care decision-making. As an organisation we all collaborate to achieve this goal by empowering our workforce to do great things!
As Team Manager for NICE’s London Service Desk, you will lead a motivated support team, drive continual service improvement, and ensure reliable, resilient service delivery across NICE. You may have your home base in London or Manchester, but be prepared to travel regularly (2-3 times per month) to London, if this is not your preferred location.
What you’ll bring to the role:
- Lead and performance manage a Service Desk team to deliver 1st and 2nd line support within agreed service levels.
- Act as a senior escalation point for complex technical issues, including priority incidents, root cause analysis and problem resolution.
- Champion a strong customer first culture, ensuring excellent user experience and clear communication at all levels.
- Own ITIL processes such as incident, problem, change and asset management, ensuring consistency and quality across the service.
- Work closely with engineering team and business stakeholders to support live services and introduce service improvements.
The Infrastructure, Cyber & IT Operations team plays a critical role in ensuring NICE’s digital services are secure, resilient, and reliable. The team is responsible for safeguarding systems and information, supporting users across the organisation, and maintaining operational stability with minimal risk or disruption. As part of this team, you will help protect nationally important digital services while enabling NICE to deliver trusted guidance and information to health and care users across England.
We can offer you a great place to work with good benefits, flexible working, and a supportive, friendly, and inclusive environment. We are passionate and proud of the work we do and the impact we make.
NICE offer:
- Generous NHS Pension – Secure your future with one of the most rewarding pension schemes in the UK
- Flexible working – Enjoy a healthy work-life balance with options like remote working, compressed hours and flexible start/finish times
- Exclusive discounts – Save on shopping, dining and more with a Blue Light Card
- Time to recharge – Start with 27 days’ annual leave plus bank holidays
- Inclusive staff networks – Join supportive communities like Women in NICE, Race Equality Network, Disability Advocacy and NICE and Proud – we celebrate diversity
- Tailored development – Grow your career with personalised learning and development opportunities
If you feel this is the type of environment you will enjoy working in, apply today!
Service Desk Team Manager employer: NICE - National Institute for Health and Care Excellence
At the National Institute for Health and Care Excellence (NICE), we pride ourselves on being an exceptional employer dedicated to improving health and wellbeing across society. Our supportive and inclusive work culture fosters collaboration and empowers employees to make a meaningful impact, while offering generous benefits such as a robust NHS pension, flexible working arrangements, and tailored development opportunities. Join us in London or Manchester, where you can thrive in a role that not only enhances your career but also contributes to safeguarding vital digital services for health and care users throughout England.
Contact Details:
NICE - National Institute for Health and Care Excellence Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at NICE - National Institute for Health and Care Excellence. 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 NICE - National Institute for Health and Care Excellence 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 Service Desk Team Manager
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 NICE - National Institute for Health and Care Excellence:Your cover letter is your chance to shine! Tell us why you want to work at NICE - National Institute for Health and Care Excellence 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 NICE - National Institute for Health and Care Excellence!
How to prepare for a job interview at NICE - National Institute for Health and Care Excellence
✨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.
