At a Glance
- Tasks: Lead and develop a high-performing Service Desk team to enhance client satisfaction.
- Company: Join a growing, ambitious IT Managed Service Provider with a focus on service excellence.
- Benefits: Competitive salary, 25 days holiday, pension, and career progression opportunities.
- Other info: Dynamic role with excellent growth potential and a chance to influence business strategy.
- Why this job: Shape the future of service delivery and make a real impact in a fast-paced environment.
- Qualifications: Experience in service desk management or strong customer service leadership skills required.
The predicted salary is between 50000 - 65000 £ per year.
Are you an experienced Service Desk Manager from an IT Managed Service Provider environment looking for a pivotal leadership role where you can shape the future of a growing service operation, develop high‑performing teams, improve processes, and have a direct impact on client satisfaction and business success? This is a fantastic opportunity to join a growing and ambitious business where the Service Desk sits at the heart of the operation.
Reporting directly to the Managing Director, you will be responsible for driving service excellence, developing team capability, implementing best practice processes, and ensuring the highest levels of customer satisfaction. You will lead the ongoing development of the Service Desk function, overseeing service delivery performance, SLA management, reporting, customer relationships, and continuous improvement initiatives. This role will also play a key part in the implementation and growth of a 24/7/365 support operation.
The ideal candidate will have previous experience managing a service desk within an MSP environment or a proven background in customer service leadership. You will possess strong organisational skills, excellent stakeholder management abilities, and sufficient technical understanding to challenge, mentor, and develop service desk engineers while driving service improvements. Offering excellent progression opportunities and the chance to influence business‑wide service delivery strategy, this is an ideal role for a driven, customer‑focused leader who thrives within a fast‑paced environment.
The Role
- Manage and develop the Service Desk team, processes, and performance
- Oversee SLA management, reporting, service reviews, and customer satisfaction
- Implement and maintain ITIL‑aligned processes and best practices
- Drive continuous improvement, automation, and operational efficiency
- Lead onboarding of new clients and build strong stakeholder relationships
- Support the development of a 24/7/365 service operation
The Person
- Previous Service Desk Management experience within an MSP environment, or strong customer service management background
- Good technical understanding of IT support environments
- Experience with ITIL processes and service delivery best practices
- Knowledge of ISO9001 and ISO27001 standards advantageous
- Strong leadership, communication, and stakeholder management skills
- Highly organised, proactive, and capable of thriving under pressure
We are an equal opportunities company and welcome applications from all suitable candidates.
Service Desk Manager employer: Onyx-Conseil
Onyx-Conseil is an excellent employer for those seeking a dynamic and rewarding career in infrastructure engineering. With a strong focus on employee development, the company offers numerous growth opportunities, a collaborative work culture, and the chance to work on impactful projects in secure environments. Located in Salford, employees benefit from a vibrant community and access to cutting-edge technology, making it an ideal place for professionals looking to enhance their skills and contribute to meaningful projects.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Onyx-Conseil. 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 Onyx-Conseil 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 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 Onyx-Conseil:Your cover letter is your chance to shine! Tell us why you want to work at Onyx-Conseil 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 Onyx-Conseil!
How to prepare for a job interview at Onyx-Conseil
✨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.
