At a Glance
- Tasks: Lead and develop the IT Service Desk team to enhance user support.
- Company: Established organisation in Driffield with a focus on IT service improvement.
- Benefits: Competitive salary of £40,000 and opportunities for professional growth.
- Other info: Opportunity to introduce innovative processes and improve user experience.
- Why this job: Make a real impact by shaping IT services and leading a dynamic team.
- Qualifications: Experience in IT Service Desk management and strong leadership skills.
The predicted salary is between 33750 - 41250 £ per year.
Location: Driffield, East Yorkshire
Salary: £40,000
Type: Permanent
The Opportunity
Principal IT are currently working with a well-established organisation in Driffield who are looking to appoint an experienced IT Service Desk Manager to lead and develop their Service Desk function. This is an excellent opportunity for an experienced Service Desk Manager, Service Desk Team Leader or senior IT support professional looking to take ownership of a busy support function and make a genuine impact on the way IT services are delivered across the business.
The successful candidate will combine strong technical understanding with proven leadership skills, taking responsibility for the day-to-day performance of the Service Desk while driving improvements across processes, service quality and user experience.
The Role
As IT Service Desk Manager, you will be responsible for leading the Service Desk team and ensuring a high-quality, responsive IT support service is delivered to users across the organisation. You'll have the opportunity to take ownership of the Service Desk function, introduce improvements and develop processes that improve both efficiency and the end-user experience.
Key responsibilities will include:
- Leading, supporting and developing the IT Service Desk team.
- Managing the day-to-day operation of the Service Desk.
- Monitoring SLAs, KPIs and service performance.
- Managing escalated incidents and ensuring issues are resolved effectively.
- Reviewing Service Desk data to identify trends, recurring issues and opportunities for improvement.
- Developing and implementing SOPs, workflows and ITSM processes.
- Driving improvements around incident, request, problem and change management.
- Ensuring consistent processes and standards are followed across the Service Desk.
- Coaching and mentoring team members to improve technical capability and performance.
- Working closely with infrastructure, applications and wider IT teams.
- Managing relationships with third-party suppliers where required.
- Communicating effectively with both technical and non-technical stakeholders.
- Supporting the introduction of new technologies and improvements to IT services.
What We're Looking For
We’re keen to speak with candidates who have a strong background in IT Service Desk or IT Support, alongside experience of leading or managing a technical support team. You’ll ideally have experience with:
- Managing or leading an IT Service Desk / IT Support team.
- Working within an ITIL / ITSM environment.
- Managing SLAs, KPIs and support performance.
- Implementing and improving Service Desk processes.
- Creating SOPs, documentation and knowledge bases.
- Incident and escalation management.
- Coaching and developing technical support staff.
- Analysing Service Desk metrics and using data to drive improvements.
- Microsoft 365 and modern Microsoft technologies.
- ITSM platforms such as ServiceNow, HaloITSM, Freshservice, Jira Service Management or similar.
An ITIL Foundation qualification would be advantageous, although relevant hands-on experience will be equally important.
Why Consider the Role?
This isn’t simply a role focused on managing tickets and monitoring SLAs. The successful candidate will have genuine scope to shape and improve the Service Desk function, develop the team and introduce better ways of working. It’s a great opportunity for someone who enjoys combining people leadership, technical knowledge and service improvement and wants to make a visible difference within an established organisation.
Interested?
If you’re an experienced IT Service Desk Manager, Service Desk Team Leader or Senior IT Support professional and this sounds like the right next step, we’d be keen to hear from you. Apply now or contact Principal IT for further information.
IT Service Desk Manager - Driffield employer: Principal IT
Join a dynamic team in Chelmsford where your expertise as an IT Systems Engineer will be valued and nurtured. Our company fosters a collaborative work culture that prioritises employee growth, offering opportunities for professional development and hands-on experience with cutting-edge technology. Enjoy a competitive salary and the chance to make a meaningful impact in the automotive industry while working in a supportive environment.
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We think this is how you could land IT Service Desk Manager - Driffield
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We think you need these skills to ace IT Service Desk Manager - Driffield
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 Principal IT.
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 Principal IT. 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 Principal IT
✨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.
