At a Glance
- Tasks: Lead and inspire a high-performing technical support team while delivering exceptional customer service.
- Company: Join Orbital Internet Group, a growing UK connectivity business with a strong heritage.
- Benefits: Competitive salary, career development opportunities, and a dynamic work environment.
- Other info: Fast-paced environment with opportunities for continuous improvement and collaboration.
- Why this job: Make a real impact by shaping the Service Desk and improving customer outcomes.
- Qualifications: Experience in leading technical support teams and strong networking knowledge required.
The predicted salary is between 45000 - 55000 £ per year.
About Orbital
Orbital Internet Group is a growing UK connectivity business with a strong regional heritage, a national delivery capability and a clear opportunity to scale. The Orbital brand provides business connectivity, voice and related services to SMEs and multi-site organisations, supported by our own network capability, technical expertise and customer service culture.
Role
Are you an experienced technical support leader who enjoys building high-performing teams while staying close to the technology? We're looking for a Technical Support Manager to lead our Service Desk, drive service excellence, and deliver an outstanding customer experience. This is an exciting opportunity for someone who thrives in a fast-paced ISP, telecoms or managed services environment and is passionate about developing people, improving processes and solving complex technical challenges.
Why Join Us?
You'll play a key role in shaping our Service Desk, developing talented engineers, improving customer outcomes and influencing how we deliver technical support across the business. If you're a people-focused technical leader who enjoys solving problems, driving improvement and making a real impact - we'd love to hear from you.
What You'll Be Doing
- Lead & Inspire
- Lead, coach and develop a multi-tiered Service Desk team including Technicians, Specialists and 2nd Line Engineers.
- Create a high-performance culture through regular coaching, 1-2-1s, objective setting and career development.
- Recruit, onboard and retain top technical talent.
- Act as the senior escalation point for complex technical and customer issues.
- Deliver Exceptional Service
- Own the end-to-end delivery of technical support, ensuring SLAs, KPIs and customer satisfaction targets are consistently achieved.
- Manage ticket queues, workflows and escalation processes across all support tiers.
- Lead major incident management, ensuring clear customer communication and effective post-incident reviews.
- Analyse performance data to identify trends and implement continuous improvements.
- Stay Technical
- Provide technical leadership across broadband, leased lines, VoIP and 4G/5G connectivity services.
- Support the team with technical escalations and complex troubleshooting.
- Work closely with Network Operations, Field Engineering and third-party carriers to resolve service-impacting issues.
- Drive Continuous Improvement
- Improve support processes, tooling and operational efficiency.
- Produce meaningful management reports and service performance insights.
- Build strong relationships with senior stakeholders and key customers.
- Collaborate across the business to ensure support operations align with wider business objectives.
What We're Looking For
Essential
- Experience leading and developing a technical support or Service Desk team within an ISP, telecoms or managed services environment.
- Strong understanding of networking technologies including: TCP/IP, DNS, DHCP, VLANs, Routing & Switching, Firewalls.
- Experience supporting: Broadband, Leased Lines, VoIP, Managed Connectivity Services.
- Proven ability to: Lead teams through change, Drive performance improvements, Manage SLAs, KPIs and service metrics, Handle customer escalations with confidence, Communicate effectively with both technical teams and senior stakeholders.
- Experience using ITSM platforms such as Zendesk, Salesforce, Freshdesk or similar.
Desirable
- ITIL Foundation (or equivalent).
- Experience with network monitoring and management tools.
- Cisco CCNA, CompTIA Network+ or similar technical certifications.
Information Technology Help Desk Manager in Maidstone employer: Orbital Net
Orbital Internet Group is an exceptional employer that fosters a dynamic and supportive work environment, perfect for those passionate about technology and customer service. With a strong focus on employee development, you will have the opportunity to lead a talented team while driving continuous improvement in technical support processes. Located in the UK, we offer a unique blend of regional heritage and national reach, making it an exciting place to grow your career in the connectivity sector.
StudySmarter Expert Advice🤫
We think this is how you could land Information Technology Help Desk Manager in Maidstone
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Orbital Net values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Orbital Net might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Orbital Net!
✨Direct Apply to Orbital Net
Let's not forget to apply directly through the Orbital Net website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Information Technology Help Desk Manager in Maidstone
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Orbital Net.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Orbital Net. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Orbital Net
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
