Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team of engineers to deliver top-notch technical support and enhance client satisfaction.
- Company: Join Restore Information Management, a leader in information services based in Manchester.
- Benefits: Enjoy hybrid work, life assurance, generous annual leave, and high street discounts.
- Why this job: Be part of a dynamic team focused on continuous improvement and customer service excellence.
- Qualifications: Experience in managing service desks, strong technical skills, and excellent leadership abilities required.
- Other info: This is a permanent, full-time role with a competitive salary of £36,000 - £39,000.
The predicted salary is between 30000 - 39000 £ per year.
Join to apply for the Service Desk Manager role at Restore Information Management
Location: Manchester- Hybrid
Salary: £36,000 – £39,000 DOE
Hours: 9am-5pm Monday-Thursday, 9am-4.30pm Friday
Contract: Permanent
We are seeking a Service Desk Manager to lead our team of first- and second-line engineers, ensuring high-quality technical support that enhances client satisfaction. You will play a crucial role in managing service performance, driving continuous improvement, and fostering a high-performing team environment. If you have strong technical expertise, leadership skills, and a customer-centric mindset, we want to hear from you!
Key Responsibilities
- Manage, mentor, and develop a team of first- and second-line service desk engineers to ensure high performance and efficiency.
- Oversee and manage the IT service request queue, continuously reviewing SLA and KPI metrics to meet business requirements.
- Provide both onsite and remote desktop support across multiple office locations.
- Ensure resource availability and effective team scheduling to maintain service levels.
- Act as the first point of escalation for service and delivery issues, ensuring prompt resolution.
- Analyse service desk performance, identify problem areas, and implement improvements to enhance overall service quality.
About You
- Proven experience as a Service Desk Manager or Help Desk Manager, managing teams across multiple sites.
- Strong technical background, including working knowledge of Active Directory and IT software.
- Excellent leadership and people management skills, with a track record of developing high-performing teams.
- Customer-service oriented with a proactive, problem-solving mindset.
- Ability to use data analytics to drive business decisions and improve service delivery.
- Effective communicator, capable of working with both technical and non-technical stakeholders.
What We Offer You:
- Life assurance scheme – x2 Basic annual salary
- Employee Assistance Programme
- Annual Leave entitlement – 20 -25 days rising a day each year completed years service
- Pension % – 5% employee and 3% employer contribution
- High street discount programme
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology
Industries: Information Services
#J-18808-Ljbffr
Service Desk Manager employer: Restore PLC
Contact Detail:
Restore PLC 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 IT service management. Understanding frameworks like ITIL can give you an edge, as it shows your commitment to best practices in service delivery.
✨Tip Number 2
Network with current or former Service Desk Managers. Engaging with professionals in the field can provide insights into the role and may even lead to referrals that could boost your application.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved service desk performance in previous roles. Highlighting your achievements in managing teams and enhancing customer satisfaction will resonate well with hiring managers.
✨Tip Number 4
Showcase your leadership style during any interviews. Be ready to explain how you motivate and develop your team, as this is crucial for a Service Desk Manager role and will demonstrate your fit for the position.
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 service desks and leading teams. Emphasise your technical skills, particularly with Active Directory and IT software, as well as any achievements in improving service quality.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership abilities and customer-centric mindset. Use specific examples from your past roles to demonstrate how you've successfully managed teams and improved service delivery.
Highlight Key Responsibilities: In your application, clearly outline how your previous roles align with the key responsibilities of the Service Desk Manager position. Mention your experience with SLA and KPI metrics, team mentoring, and problem resolution.
Showcase Communication Skills: Since effective communication is crucial for this role, include examples of how you've successfully interacted with both technical and non-technical stakeholders in your previous positions. This will help demonstrate your ability to bridge gaps between different teams.
How to prepare for a job interview at Restore PLC
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on mentoring and performance improvement.
✨Understand the Technical Requirements
Brush up on your technical knowledge, especially regarding Active Directory and IT software. Be ready to discuss how your technical expertise can enhance service delivery and support your team effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and customer service orientation. Think of specific scenarios where you resolved issues or improved service quality, and be prepared to share these experiences.
✨Demonstrate Data-Driven Decision Making
Since the role involves analysing service desk performance, be prepared to discuss how you've used data analytics in previous roles. Highlight any metrics you've improved and how you made decisions based on data insights.
