At a Glance
- Tasks: Lead a tech support team and manage service desk operations for cybersecurity services.
- Company: Join Quorum Cyber, a cutting-edge technology company in Edinburgh.
- Benefits: Enjoy a competitive salary, world-class benefits, and access to the latest tech.
- Other info: Embrace a culture of continuous learning and professional development.
- Why this job: Make an impact in cybersecurity while developing your skills in a dynamic environment.
- Qualifications: 5+ years in IT service desk management and knowledge of cybersecurity technologies.
The predicted salary is between 60000 - 80000 £ per year.
The Technology Service Desk Manager leads and manages the technology & end-user support operations that enable Quorum Cyber's technology services. This role ensures that all technology infrastructure, systems and applications supporting our cybersecurity delivery teams, client services, and internal operations are maintained at the highest level of availability, security and performance.
Service Desk Operations Leadership
- Lead and manage a team of technical support specialists providing tier 1 and tier 2 support for all Quorum Cyber staff and systems.
- Oversee daily operations of the service desk including ticket management, incident response and service request fulfilment.
- Establish and maintain service level agreements (SLAs) for technology support services aligned with business requirements.
- Implement and manage IT service management (ITSM) processes following ITIL best practices, enhanced with AI-driven automation.
- Coordinate with external vendors and managed service providers to ensure seamless technology support delivery.
- Deploy and optimise AI-powered chatbots and virtual assistants for first-line support and common issue resolution.
- Implement intelligent ticket routing and escalation systems using machine-learning algorithms.
- Leverage automation tools to eliminate repetitive tasks and improve service desk efficiency.
- Occasional travel to QC Offices to support service desk activities and business requirements.
Team Leadership and Development
- Recruit, train and develop a high-performing technical support team with expertise in cybersecurity technologies.
- Provide technical mentoring and career development opportunities for team members.
- Establish team performance metrics and conduct regular performance reviews.
- Foster a culture of continuous learning and professional development within the team.
- Coordinate training programs to keep the team current with evolving cybersecurity technologies.
Strategic Technology Planning
- Collaborate with senior leadership to develop service desk support roadmaps that support business growth and client service delivery.
- Evaluate and recommend new technologies and tools that enhance Quorum Cyber's service support capabilities.
- Manage Service Desk budgets and provide cost-benefit analysis for ongoing investments.
- Lead Service Desk projects including system implementations, migrations and integrations.
- Develop and maintain Service Desk policies and procedures that support ITIL best practices.
- Champion the adoption of AI and automation technologies across all service lines to improve efficiency and service quality.
- Develop automation strategies that reduce manual effort and enable scalable service delivery.
- Implement AI-powered analytics to provide insights into Service Desk performance and business impact.
- Create automated workflows that integrate with Quorum Cyber's technology service delivery processes.
Client and Stakeholder Support
- Provide escalation support for complex technical issues affecting client service delivery.
- Coordinate with client delivery teams to ensure technology requirements are understood and met.
- Manage technology aspects of staff onboarding and project setup processes.
- Maintain relationships with key technology vendors and service providers.
- Represent technology capabilities and constraints in client discussions and project planning.
- Implement AI-powered service desk support tools that enhance service delivery speed and quality.
- Develop automated staff onboarding and project setup processes that reduce manual effort.
- Create intelligent reporting and analytics tools that provide senior management with real-time insights into service desk performance.
- Leverage automation to standardise and accelerate service desk delivery processes.
Skills & Experience
- Minimum 5 years of experience managing IT service desk operations in a professional services or cybersecurity environment.
- Proficiency in ITSM frameworks (ITIL) and service desk technologies.
- Understanding of network security, endpoint protection and enterprise security architecture.
- Proven experience implementing AI and automation technologies in IT operations and service delivery.
- Expertise in automation platforms (Ansible, Terraform, PowerShell DSC) and Infrastructure as Code methodologies.
- Experience with AI/ML platforms and tools for IT operations (AIOps) and service management.
- Knowledge of robotic process automation (RPA) tools and their application in IT service delivery.
- Strong project management capabilities with experience managing complex technology initiatives.
- Excellent communication skills for interacting with technical teams, senior leadership and external stakeholders.
- Financial management experience including budget planning, vendor management and cost optimisation.
- Change-management skills for implementing new technologies and processes.
- Professional certifications such as ITIL Foundation/Expert, PMP, or cybersecurity certifications (Security+, CISSP).
- Knowledge of compliance frameworks and audit requirements relevant to cybersecurity consulting.
Benefits
You will receive an excellent salary with world-class benefits. As a leading-edge technology company you will have access to the latest technology and an environment that encourages and nurtures curiosity, development and the advancement of your skills and expertise.
Commitment to Equality & Diversity
We are an equal-opportunity employer and are committed to fostering an inclusive, accessible and equitable workplace where all qualified applicants receive fair consideration. We do not discriminate on the basis of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, disability or any other characteristic protected by applicable legislation.
Technology Service Desk Manager employer: Occupop
Quorum Cyber is an exceptional employer located in Edinburgh, offering a dynamic work environment that prioritises innovation and professional growth. As a leader in cybersecurity, employees benefit from access to cutting-edge technology, comprehensive training programmes, and a culture that fosters continuous learning and development. With a commitment to equality and diversity, Quorum Cyber ensures that all team members are valued and supported in their career journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Technology Service Desk Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend tech meetups, webinars, or even local events. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your projects and achievements. This is a great way to demonstrate your expertise in IT service management and automation technologies to potential employers.
✨Tip Number 3
Prepare for interviews by researching the company and its tech stack. Understand their challenges and think about how you can contribute to their service desk operations. Tailor your answers to highlight your experience with AI and automation in service delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our company.
We think you need these skills to ace Technology Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Technology Service Desk Manager role. Highlight your experience in managing IT service desk operations and any relevant skills in AI and automation technologies. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your skills can contribute to our team. Be sure to mention your experience with ITIL best practices and team leadership, as these are key for us.
Showcase Your Achievements:When detailing your experience, focus on specific achievements rather than just duties. Did you implement a new process that improved efficiency? Share those numbers! We love seeing how you've made a difference in previous roles.
Apply Through Our Website:We encourage you to apply directly 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 Occupop
✨Know Your ITIL Inside Out
Since the role heavily involves IT service management, make sure you brush up on ITIL best practices. Be ready to discuss how you've implemented these frameworks in past roles and how they can enhance service desk operations.
✨Showcase Your Leadership Skills
As a Technology Service Desk Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on recruitment, training, and performance metrics. Highlight your approach to fostering a culture of continuous learning.
✨Demonstrate Your Tech Savvy
Familiarise yourself with the latest AI and automation technologies relevant to service delivery. Be prepared to discuss specific tools you've used, like Ansible or Terraform, and how they've improved efficiency in your previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills, especially regarding complex technical issues. Think of scenarios where you've had to coordinate with multiple stakeholders or manage escalations, and be ready to explain your thought process and outcomes.
