At a Glance
- Tasks: Lead and support a team of 20 Service Desk Analysts in a dynamic IT environment.
- Company: Join a forward-thinking company based in Birmingham with a hybrid work model.
- Benefits: Enjoy a competitive salary, flexible working options, and opportunities for career growth.
- Other info: Be part of a supportive culture that values leadership and personal development.
- Why this job: Make a real impact by nurturing talent and enhancing customer service experiences.
- Qualifications: Experience in managing IT Service Desk teams and strong communication skills required.
Based in Birmingham, Solihull, B90 area - Mon – Fri in the office with a possible WFH day once per week - Hybrid role, needed to provide support and guidance to a team of 20 Service Desk Analysts.
As Service Desk Team Leader / Manager, you should have either come from a technical background or have previously worked as a Service Desk Team Leader and are looking for that next step up to Service Desk Manager within an IT environment. You should have enough of an understanding of 1st, 2nd and 3rd Line Service Desk duties.
Successful candidates need to have:
- Excellent communication skills
- Solid experience of managing an IT Service Desk team
- Ability to mentor and nurture staff
- Experience in working to and setting KPI’s & SLAs
- Excellent customer service skills due to high levels of interaction with customers, clients, and sometimes stakeholders
Ideally, the Service Desk Team Leader / Manager would be responsible for:
- Problem Management
- People Management
- Leadership Collaboration
- Assisting with technical help if needed
- Monitoring of the Service Desk Performance
Are you a Service Desk Team Lead / Manager who brings positivity and leadership through nurturing and supportive methods? If so, apply now; we are waiting to invest in your career.
Service Desk Team Leader / Manager in Sheldon employer: Pro-Connexions
Join a dynamic and supportive team in Birmingham, where we prioritise employee growth and development. As a Service Desk Team Leader/Manager, you'll benefit from a hybrid work model, fostering a healthy work-life balance while leading a dedicated group of professionals. Our culture emphasises collaboration, mentorship, and a commitment to excellent customer service, making it an ideal environment for those looking to advance their careers in IT management.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Team Leader / Manager in Sheldon
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desks. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Show off your leadership skills! During interviews, share specific examples of how you've mentored team members or improved team performance. We want to see that you can inspire and guide others.
✨Tip Number 3
Prepare for those tricky questions! Brush up on common service desk scenarios and how you’d handle them. We love candidates who can think on their feet and provide solid solutions.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re excited to see what you bring to the table!
We think you need these skills to ace Service Desk Team Leader / Manager in Sheldon
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Service Desk Team Leader/Manager role. Highlight your previous experience in managing IT teams and any technical background you have, as this will show us you're the right fit for the job.
Showcase Your Leadership Skills:In your application, emphasise your ability to mentor and nurture staff. We want to see examples of how you've led teams in the past and how you've set and achieved KPIs and SLAs. This is your chance to shine!
Communicate Clearly:Since excellent communication skills are key for this role, make sure your application is clear and concise. Use straightforward language and avoid jargon unless it's relevant. We appreciate a well-structured application that’s easy to read.
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’re considered for the role. Plus, it shows us you’re keen to join our team at StudySmarter!
How to prepare for a job interview at Pro-Connexions
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to 1st, 2nd, and 3rd Line Service Desk duties. Being able to discuss specific scenarios or challenges you've faced in previous roles will show that you have the experience needed to lead a team effectively.
✨Showcase Your Leadership Style
Prepare examples of how you've successfully managed and mentored teams in the past. Highlight your approach to setting KPIs and SLAs, and be ready to discuss how you foster a positive and supportive environment for your team.
✨Communicate Clearly
Since excellent communication skills are crucial for this role, practice articulating your thoughts clearly and confidently. Think about how you would explain complex technical issues to non-technical stakeholders, as this will demonstrate your ability to bridge the gap between tech and customer service.
✨Be Customer-Focused
Prepare to discuss your approach to customer service and how you ensure high levels of satisfaction. Share specific examples of how you've handled difficult situations with clients or customers, showcasing your problem-solving skills and commitment to service excellence.
