At a Glance
- Tasks: Lead a dynamic service desk team to deliver top-notch support and manage ticket workflows.
- Company: Join a cutting-edge retail technology software company in Central London.
- Benefits: Competitive salary, vibrant work culture, and opportunities for professional growth.
- Other info: Embrace ITIL processes and enjoy a collaborative team atmosphere.
- Why this job: Make a real difference by enhancing customer experiences in a fast-paced environment.
- Qualifications: 2+ years in a customer-facing service desk role, ideally in SaaS.
The predicted salary is between 25000 - 35000 £ per year.
Our Client is a retail technology software company. They are urgently looking to recruit a Service Desk Manager with at least 3 to 5 years commercial helpdesk support experience.
Key skills required:
- Supporting various teams across the CS Department and the Company to ensure the highest quality of service to our Customers – both internal and external.
- Overall ticket workflow management and ownership, including 1st line triage and escalation of tickets to 2nd and 3rd line.
- Troubleshooting, fault diagnosis and providing resolution to customer issues as appropriate.
- Processing all enquiries professionally and efficiently, ensuring customers are regularly and fully updated on the progress of all logged tickets throughout their lifecycle.
- Implementation of ITIL processes for Incident, Problem, and Change Management to introduce operational efficiencies and better support our Customers.
- Monitoring agreed SLA’s and ensuring daily/weekly targets are met; reporting on SLA targets, numbers and types of requests; maintaining a sense of humour whilst working in a fast‑paced dynamic team!
Essential Skills:
- At least 2+ years of experience in a customer facing Service Desk role, ideally in a SaaS environment within the Internet industry.
- Working knowledge and experience of ITIL Service Management concepts, and how these are applied to the everyday issues which typically arise.
- Demonstrable experience using front‑end ticketing systems such as FreshDesk/Service, ZenDesk or similar.
- Excellent working knowledge of Microsoft Office, particularly Excel, as well as web browsers and Internet applications.
- Understanding of tracking tags and a basic understanding of web languages including HTML, JavaScript, XML – a major bonus.
- Demonstrable experience at working both independently and in a team‑oriented, collaborative, customer facing environment.
Based in Central London. The salary for this role will be £25K - £35K.
Service Desk Manager - ITIL-Driven SaaS Support Lead employer: Onyx-Conseil
As a leading retail technology software company based in Central London, we pride ourselves on fostering a dynamic and collaborative work culture that prioritises employee growth and development. Our Service Desk Manager role offers the opportunity to work with cutting-edge SaaS solutions while ensuring exceptional service delivery to our customers. With a focus on ITIL-driven processes, we provide a supportive environment where your contributions are valued, and you can thrive in a fast-paced setting alongside a team that values humour and camaraderie.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager - ITIL-Driven SaaS Support Lead
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Manager role.
✨Tip Number 2
Prepare for those interviews by brushing up on ITIL processes and ticketing systems. We recommend practising common interview questions related to troubleshooting and customer service scenarios. Show them you’re the go-to person for resolving issues efficiently!
✨Tip Number 3
Don’t forget to showcase your soft skills! Being able to communicate effectively and maintain a sense of humour in a fast-paced environment is key. We want to see how you handle pressure and keep customers happy while managing tickets.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us. Let’s get you that Service Desk Manager position!
We think you need these skills to ace Service Desk Manager - ITIL-Driven SaaS Support Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the job description. Highlight your experience in helpdesk support and ITIL processes, as these are key for us. Use specific examples that showcase your skills in ticket management and customer service.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you're passionate about the role and how your background fits with our needs. Don’t forget to mention your experience with ticketing systems and any SaaS knowledge you have.
Showcase Your Soft Skills:We love a candidate who can keep their cool under pressure! Make sure to highlight your communication skills and ability to work in a fast-paced environment. A sense of humour goes a long way in our team!
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 don’t miss out on any important updates from us during the process.
How to prepare for a job interview at Onyx-Conseil
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL knowledge before the interview. Be ready to discuss how you've implemented ITIL processes in your previous roles, especially in incident and problem management. This will show that you understand the framework and can apply it effectively.
✨Showcase Your Customer Service Skills
Prepare examples of how you've handled customer issues in the past. Think about specific situations where you triaged tickets or escalated them appropriately. Highlight your ability to keep customers updated and maintain a positive attitude, even in challenging situations.
✨Familiarise Yourself with Ticketing Systems
Since experience with ticketing systems like FreshDesk or ZenDesk is crucial, be ready to discuss your familiarity with these tools. If you’ve used similar systems, explain how you adapted to them and what features you found most useful in managing workflows.
✨Demonstrate Team Collaboration
This role requires working closely with various teams, so be prepared to talk about your experience in collaborative environments. Share examples of how you’ve worked with others to resolve issues or improve service delivery, and emphasise your ability to contribute positively to a team dynamic.
