At a Glance
- Tasks: Lead and optimise a dynamic Service Desk supporting over 400 technical users.
- Company: Join Solirius Reply, a tech consultancy transforming organisations through innovative solutions.
- Benefits: Enjoy competitive salary, private healthcare, flexible working, and generous annual leave.
- Other info: Embrace diversity and inclusion in a supportive workplace that values your contributions.
- Why this job: Make a real impact by solving complex challenges in a collaborative environment.
- Qualifications: 5+ years managing a Service Desk and advanced Jira expertise required.
The predicted salary is between 47250 - 57750 £ per year.
Location: Mainly Remote with occasional on-site attendance required.
Clearances: Internal Background Check (DBS) / Eligible for Security Clearance
About Us: Solirius Reply, part of the Reply Group, is a technology consultancy and digital transformation partner that helps organisations solve complex challenges through strategy, design, engineering, and delivery. We work closely with our clients to deliver secure, accessible, user-focused services that evolve with their needs. Our consultants partner directly with client teams, embedding into organisations to understand their goals, challenges, and users. This collaborative approach enables us to deliver tailored solutions that drive measurable outcomes across public and private sectors.
About You: You are a motivated and adaptable professional with a strong analytical mindset and a passion for using technology to solve real-world problems. You enjoy working in collaborative, agile teams and take pride in delivering high-quality solutions that make a tangible impact. With strong communication skills and a consultative approach, you’re comfortable engaging with clients, understanding their needs, and translating them into effective outcomes.
About the Role: We are seeking an experienced Service Desk Manager with 5+ years of hands-on leadership experience to oversee a mature support service environment. You will manage the end-to-end service desk function supporting approximately 400+ technical end-users while coordinating closely with resolver groups across Cloud and Software Engineering teams. You will take immediate ownership of the triage process, ensure first-line issues are resolved efficiently and leverage your technical acumen to know precisely when and how to escalate.
- Key Responsibilities:
- Lead and optimise the daily operations of a fast-paced, mature Service Desk supporting 400+ end-users.
- Own the triage process, driving immediate improvements to first-contact resolution, incident management and ticket routing.
- Oversee first-line support operations, taking direct responsibility for incident resolution, and reporting and monitoring SLA performance.
- Manage escalation pathways to higher-tier resolver groups within Cloud and Software Engineering teams without creating bottlenecks.
- Rapidly adapt to and manage the Jira environment, optimising workflows, queues and reporting to fit the service's specific operational context.
- Maintain high satisfaction levels across a technical user base composed mainly of data and systems analysts.
Essential Qualifications & Experience:
- Experience: 5+ years managing a busy, mature Service Desk function.
- Security Clearance: Active UK SC Clearance (minimum requirement).
- Platform Expertise: Advanced knowledge of Jira (Incident/Service Management) with a proven track record of aligning Jira workflows to operational needs quickly.
- Environment: Experience supporting technical end-users (analysts, engineers) and interfacing directly with Cloud and Software Development resolver groups.
- Incident Leadership: Strong judgment in triaging, first-line fixing, and escalating specialist issues.
Desirable Skills:
- Experience administering AWS products, particularly AWS Workspaces.
- ITIL certification or strong working knowledge of ITIL frameworks.
What We Offer:
- Competitive Salary
- Bonus Scheme
- Private Healthcare Insurance
- 25 Days Annual Leave + Bank Holidays
- Up to 10 days allocated for development training per year
- Enhanced Parental Leave
- Paid Fertility Leave (5 Days)
- Contributory Pension
- EAP with Gym Membership Benefits
- Flexible Benefits Allowance
- Cycle to Work and Electric Vehicle schemes
- Flexible Working
- Annual Away Days/Company Socials
Diversity and Inclusion: As an equal opportunities employer, we are committed to creating a work environment that supports, celebrates, encourages and respects all individuals, where all processes are based on merit, competence and business needs. Encouraging high social mobility is really important to us. We foster an inclusive culture by welcoming different perspectives, enabling equitable opportunities and promoting open dialogue. Should you require further assistance or require any reasonable adjustments to be put in place to better support your application process, please do not hesitate to raise this with us. As a Disability Confident employer, we are committed to ensuring our recruitment process is accessible and inclusive, enabling all candidates to demonstrate their skills, experience and potential.
Service Desk Manager in London employer: Reply
Reply is an exceptional employer, offering a dynamic work environment in the heart of central London, where innovation meets collaboration. As a Graduate ICT Infrastructure Engineer, you will benefit from a culture that prioritises professional growth, with opportunities for further certifications and skill enhancement in cutting-edge technologies. With a commitment to diversity and equal opportunities, Reply fosters a supportive atmosphere that encourages employees to thrive while contributing to impactful projects across various sectors.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reply. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reply before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reply:Your cover letter is your chance to shine! Tell us why you want to work at Reply specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reply!
How to prepare for a job interview at Reply
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
