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- Tasks: Lead a dynamic team of Service Desk Analysts and Schedulers, ensuring top-notch technical support.
- Company: Join a forward-thinking company focused on enhancing customer satisfaction and operational efficiency.
- Benefits: Enjoy 25 days holiday, private healthcare, life assurance, and a vibrant workplace culture.
- Why this job: Be part of a collaborative environment that values continuous improvement and professional growth.
- Qualifications: Experience in managing a technical service desk and strong people management skills are essential.
- Other info: Flexible hours with opportunities for out-of-hours support; perfect for those seeking a challenge.
The predicted salary is between 36000 - 60000 £ per year.
My client is seeking an experienced and proactive Service Desk Manager to lead their growing team of 20 colleagues across our Service Desk function. This includes direct line management of 4 Service Desk Schedulers and 16 Service Desk Analysts, covering both weekday and 24/7 shift operations.
You will play a crucial role in driving the performance, efficiency, and customer satisfaction of the Service Desk, ensuring service levels are met and continuously improved. You will also work closely with other departments across the business to support field engineering operations, project rollouts, and business change.
Key Responsibilities for the Service Desk Manager- Lead, coach, and manage a team of Service Desk Analysts and Schedulers across various shift patterns.
- Monitor performance against SLAs and KPIs, ensuring consistent delivery of high-quality technical support.
- Ensure efficient scheduling of Field Engineers and effective ticket resolution processes.
- Foster a culture of continuous improvement and professional development across the team.
- Handle escalations and act as the final point of contact for critical incidents and service disruptions.
- Conduct regular 1:1s, appraisals, and team meetings to provide feedback, drive engagement, and support development.
- Analyse service desk data and trends to improve performance and customer satisfaction.
- Collaborate with senior management and other departments to align service delivery with broader business goals.
- Maintain and update documentation, workflows, and service desk policies in line with best practices and compliance.
Hours of Work: 40 hours per week, Monday - Friday, 08:00 - 17:00
About you
To be successful in this role, you will have:
- Proven experience managing a technical service desk or support team in a fast-paced environment.
- Excellent people management skills with the ability to motivate, coach, and develop a high-performing team.
- Strong understanding of IT support processes, tools (preferably Autotask), and SLA-driven environments.
- A customer-first mindset with a track record of delivering excellent service and handling escalations professionally.
- Exceptional communication and interpersonal skills, capable of working with stakeholders at all levels.
- Strong analytical and problem-solving abilities, with a passion for process improvement.
- Flexibility to support an operation that runs 24/7, including availability for out-of-hours escalations when required.
As well as a competitive salary, we offer the following benefits:
- 25 days' holiday plus bank holidays
- Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period
- Life assurance
- Company sick pay
- Workplace pension
- Recruitment referral scheme (£500 per successful referral)
- Excellent professional development opportunities
- Regular team and company social events
Service desk manager employer: Purple Placements
Contact Detail:
Purple Placements Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service desk manager
✨Tip Number 1
Familiarise yourself with the latest trends in service desk management and IT support processes. This will not only help you understand the role better but also demonstrate your commitment to continuous improvement during interviews.
✨Tip Number 2
Network with current or former Service Desk Managers on platforms like LinkedIn. Engaging with professionals in the field can provide valuable insights and potentially lead to referrals, which can significantly boost your chances of landing the job.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved team performance or customer satisfaction in previous roles. Having concrete stories ready will showcase your experience and problem-solving skills effectively.
✨Tip Number 4
Research StudySmarter's company culture and values. Understanding our mission and how we operate will allow you to tailor your conversations and show that you're a great fit for our team.
We think you need these skills to ace Service desk manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing technical service desks or support teams. Emphasise your people management skills and any specific tools you've used, like Autotask.
Craft a Compelling Cover Letter: In your cover letter, demonstrate your understanding of the role and how your background aligns with the key responsibilities. Mention your customer-first mindset and provide examples of how you've handled escalations effectively.
Showcase Analytical Skills: Include specific examples in your application that showcase your analytical and problem-solving abilities. Discuss how you've used data to improve performance and customer satisfaction in previous roles.
Highlight Continuous Improvement: Discuss your commitment to fostering a culture of continuous improvement. Provide examples of how you've implemented changes that led to better service delivery or team performance.
How to prepare for a job interview at Purple Placements
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your previous experiences in managing teams, how you motivate and develop your colleagues, and any specific examples of successful leadership you've demonstrated.
✨Understand SLAs and KPIs
Familiarise yourself with the concepts of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Be ready to explain how you've monitored and improved these metrics in past roles, as this will be crucial for the position.
✨Demonstrate a Customer-First Mindset
Prepare to share examples of how you've prioritised customer satisfaction in your previous roles. Discuss any challenges you've faced with escalations and how you handled them to ensure a positive outcome for the customer.
✨Highlight Your Analytical Skills
The role requires strong analytical abilities. Be ready to talk about how you've used data to drive improvements in service delivery. Share specific instances where your analysis led to better performance or customer satisfaction.
