At a Glance
- Tasks: Lead and develop a dynamic technical support team in a busy service desk environment.
- Company: A growing Managed Service Provider based in Blackburn with a collaborative culture.
- Benefits: Competitive salary, hybrid working, birthday off, and paid volunteering days.
- Other info: Immediate start available; great opportunity for career growth.
- Why this job: Step into a leadership role and make a real impact on team performance and customer service.
- Qualifications: Experience in IT support and strong leadership skills required.
The predicted salary is between 45000 - 45000 € per year.
A growing Managed Service Provider based in Blackburn is looking to bring on an experienced Service Desk Manager to lead and develop their technical support team. This is a fantastic opportunity for someone with strong leadership skills and a background in IT support environments to take ownership of a busy service desk and drive service excellence.
You'll be responsible for overseeing the day-to-day operations of the support team, ensuring tickets are managed effectively, service levels are maintained, and customers receive a consistently high level of support.
The Role
As Service Desk Manager, you will play a key role in ensuring the smooth running of the service desk while supporting and developing a team of engineers. Key responsibilities include:
- Managing the daily operations of the IT service desk, ensuring tickets are handled efficiently and within SLA
- Leading, mentoring, and developing a team of 1st and 2nd Line Support Engineers
- Monitoring ticket queues, escalations, and service performance
- Improving service desk processes, workflows, and documentation
- Acting as a key escalation point for complex technical or service issues
- Ensuring a high level of customer satisfaction and service delivery
- Working closely with senior leadership on service improvements and reporting
What We're Looking For:
- Previous experience working in a Service Desk Manager / Team Leader role within an IT support environment
- Experience managing teams in an MSP or fast-paced IT support environment
- Strong understanding of IT support processes, ticketing systems, and SLAs
- Knowledge of the Microsoft technology stack (Microsoft 365, Windows, Active Directory)
- Excellent leadership, communication, and organisational skills
- A proactive approach to improving service delivery and team performance
What's On Offer
- Salary around £45,000 depending on experience
- Hybrid working flexibility
- Birthday day off
- Paid volunteering days
- Opportunity to shape and develop the service desk function
- A collaborative and supportive working environment
This role would suit someone looking to step into a leadership position within a growing MSP, where they can make a real impact on team performance, customer service, and operational efficiency.
Service Desk Manager employer: SER (Staffing) Ltd
Join a dynamic Managed Service Provider in Blackburn, where you will thrive in a collaborative and supportive work culture that values leadership and innovation. With hybrid working flexibility, competitive salary, and opportunities for professional growth, this role as Service Desk Manager offers you the chance to make a significant impact on team performance and customer satisfaction while enjoying unique benefits like a birthday day off and paid volunteering days.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT support world, especially those who work in managed service providers. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss specific examples of how you've improved service delivery or led a team. We love hearing about real-life successes!
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications with a quick email or LinkedIn message. It shows your enthusiasm and keeps you on their radar. Plus, it’s a great way to ask any questions you might have about the role.
✨Tip Number 4
Use our website to apply! We’ve got loads of resources to help you prepare for interviews and understand what we’re looking for in a Service Desk Manager. Let’s make sure you stand out from the crowd!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership experience and any relevant IT support roles you've held. We want to see how you can bring value to our service desk!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for the Service Desk Manager role. Share specific examples of how you've improved service delivery or led a team in the past. We love a good story!
Showcase Your Technical Skills:Don’t forget to mention your knowledge of the Microsoft technology stack and any ticketing systems you've used. We’re looking for someone who understands the ins and outs of IT support, so make sure we see that in your application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands quickly. Plus, it shows us you’re serious about joining our team at StudySmarter!
How to prepare for a job interview at SER (Staffing) Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of IT support processes, ticketing systems, and SLAs. Familiarise yourself with the Microsoft technology stack, especially Microsoft 365, Windows, and Active Directory. This will not only help you answer technical questions but also show that you're serious about the role.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Think about specific situations where you mentored team members or improved service delivery. This is your chance to demonstrate your leadership style and how it aligns with the company's goals.
✨Understand the Company Culture
Research the Managed Service Provider and understand their values and working environment. Be ready to discuss how you can contribute to a collaborative and supportive atmosphere. Showing that you fit into their culture can set you apart from other candidates.
✨Ask Insightful Questions
Prepare thoughtful questions to ask during the interview. Inquire about their current challenges, team dynamics, or future projects. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
