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- Tasks: Lead the IT Service Desk team to deliver top-notch support and manage ticket resolutions.
- Company: Join a dynamic company focused on excellent service and client satisfaction.
- Benefits: Enjoy a positive work culture, professional development opportunities, and potential remote work options.
- Why this job: Be a motivational leader in a supportive environment that values continuous improvement and teamwork.
- Qualifications: 3+ years of experience managing a Helpdesk team with strong communication skills required.
- Other info: Opportunity to create impactful reports and drive service excellence.
The predicted salary is between 36000 - 60000 £ per year.
In this role you will lead the IT Service Desk Support team in delivering a consistently excellent and familiar service, in line with the business strategy.
You will oversee and manage the team’s tickets and their resolution. Provide a highly visible and proactive management of the ticket stack whilst ensuring an escalation path for the senior management team. To be a motivational leader, where decisions are based on individual, team, and business awareness.
We\’re looking for excellent communicators, who understand the responsibilities of building close partnerships with clients. You must have professional skills that can facilitate a happy team, continuously seeking development, to provide an excellent service resulting in a high level of client satisfaction.
Objectives for role:
- Be a constant, visible, and approachable member of the service management team, engendering a culture of positivity, professionalism and continuous improvement.
- Be highly and visibly proactive in driving results against SLAs whilst communicating professionally to understand and manage expectations.
- Creation of reports to explain and provide insight into weekly stats, and creation of monthly service delivery report presentation focused on narrative and continuous improvement.
- Analyse, report on and take appropriate action on the performance of the team to continuously improve the service provided.
- Designing and implementing development strategies for all roles within the service desk team, to create a more knowledgeable, stronger and more versatile unit.
Personal Specification:
• Minimum experience of 3 years managing a Service Desk/Helpdesk team.
• Friendly, professional, proactive. High integrity and with excellent communication skills.
• Strong experience of team ticket management, reporting and trending.
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Helpdesk Manager employer: Sharp Business Systems France
Contact Detail:
Sharp Business Systems France Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the latest trends in IT service management. Understanding current best practices and tools can help you demonstrate your proactive approach during interviews.
✨Tip Number 2
Network with professionals in the field of helpdesk management. Attend industry events or join online forums to connect with others who can provide insights or even referrals for the role.
✨Tip Number 3
Prepare to discuss specific examples of how you've improved team performance or client satisfaction in previous roles. This will showcase your leadership skills and ability to drive results.
✨Tip Number 4
Research StudySmarter's values and culture. Tailoring your conversation to align with our mission can help you stand out as a candidate who is not only qualified but also a great fit for our team.
We think you need these skills to ace Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing a Service Desk or Helpdesk team. Include specific examples of how you've improved service delivery and client satisfaction in previous roles.
Craft a Compelling Cover Letter: In your cover letter, emphasise your leadership style and how you foster a positive team culture. Mention your communication skills and provide examples of how you've built strong partnerships with clients.
Showcase Relevant Experience: When detailing your work history, focus on your achievements in ticket management, reporting, and team performance analysis. Use metrics to demonstrate your impact, such as improvements in SLAs or client satisfaction scores.
Prepare for Potential Questions: Think about how you would respond to questions regarding team motivation, conflict resolution, and strategies for continuous improvement. Be ready to discuss specific scenarios from your past experiences.
How to prepare for a job interview at Sharp Business Systems France
✨Showcase Your Leadership Skills
As a Helpdesk Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples of how you've successfully managed teams in the past, focusing on your approach to fostering a positive work environment and driving results.
✨Understand the Importance of Communication
Excellent communication is key in this role. Be ready to discuss how you build relationships with clients and team members. Highlight any experiences where your communication skills helped resolve issues or improve service delivery.
✨Prepare for Ticket Management Scenarios
Since managing tickets is a core part of the job, think about specific scenarios you've encountered in previous roles. Be prepared to explain how you prioritised tasks, handled escalations, and ensured timely resolutions.
✨Demonstrate Your Analytical Skills
The role requires analysing performance and creating reports. Bring examples of how you've used data to drive improvements in service delivery. Discuss any tools or methods you've employed to track team performance and client satisfaction.
