At a Glance
- Tasks: Lead and motivate a team of Service Desk Analysts while managing daily operations.
- Company: Join a major international professional services organisation with a focus on growth.
- Benefits: Competitive salary, hybrid working, and opportunities for personal development.
- Other info: Inclusive workplace that values diversity and offers excellent career progression.
- Why this job: Make a real impact by improving service performance in a dynamic environment.
- Qualifications: Experience in leading IT Service Desk teams and strong people management skills.
The predicted salary is between 70000 - 70000 £ per year.
Are you an experienced Service Desk leader who enjoys getting the best out of people, improving service performance and keeping a busy support operation running smoothly? We are recruiting for a Service Desk Manager / Supervisor to join a major international professional services organisation on an initial 6-month fixed-term contract. The position has arisen following significant organisational growth and will take ownership of the day-to-day Service Desk operation during a busy period of change.
The role:
- £50,000 to £70,000 per annum (DOE)
- 6-month fixed-term contract
- Chancery Lane, London
- Hybrid working, 3 days in the office and 2 days remotely
- Monday to Friday, 9:30am to 5:30pm
- Managing a team of approximately 14 across two offices
- Predominantly a people and operational management position rather than a hands-on technical support role
What you'll be doing:
- Lead, coach and motivate a team of Service Desk Analysts across two locations
- Run regular 1-2-1s and support individual development
- Manage rotas, attendance, resource allocation and team coverage
- Oversee daily Service Desk operations and ticket queues
- Act as an escalation point for high-priority incidents and operational issues
- Monitor SLAs, KPIs, customer satisfaction, backlog, response times and team productivity
- Produce operational reporting and identify service improvement opportunities
- Oversee joiner, mover and leaver processes, including access and hardware provisioning
- Improve processes, procedures and knowledge-base content
- Promote ITIL best practice and identify opportunities for automation and optimisation
What we're looking for:
- Previous experience leading or supervising an IT Service Desk
- Strong people management skills, ideally managing a sizeable support team
- Experience managing performance through SLAs and KPIs
- Strong understanding of ITSM and ITIL environments
- Experience managing ticket queues, workloads and escalations
- Knowledge of ServiceNow or a comparable service management platform
- Excellent stakeholder management and communication skills
- A proactive, organised approach with the ability to maintain high service standards during periods of change and growth
This would particularly suit someone currently working as a Service Desk Manager, IT Support Manager, Service Desk Team Lead or Service Delivery Manager who wants a management-focused role within a large, international professional environment.
Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive workplace where all employees feel valued and respected. We encourage applications from candidates of all backgrounds.
Service Desk Manager / Supervisor employer: Picture More Ltd
Join a well-established professional services firm that values innovation and collaboration, offering a dynamic work culture where your contributions directly impact global security operations. With competitive salaries and opportunities for professional growth, including hands-on experience in cyber security operations, this role provides a unique chance to advance your career while working remotely from London. Enjoy the benefits of a supportive team environment and the ability to influence security practices across a diverse technology landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager / Supervisor
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Picture More Ltd.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Picture More Ltd. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Service Desk Manager / Supervisor
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Picture More Ltd.
How to prepare for a job interview at Picture More Ltd
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Picture More Ltd's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Picture More Ltd offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
