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- Tasks: Lead the IT service desk, ensuring user satisfaction and efficient incident resolution.
- Company: SiXworks, a leading provider of secure digital solutions.
- Benefits: 25 days annual leave, private medical insurance, and professional development opportunities.
- Why this job: Join a dynamic team driving digital innovation in secure environments.
- Qualifications: Experience managing an IT service desk and strong communication skills.
- Other info: Exciting growth opportunities in a collaborative and inclusive culture.
The predicted salary is between 36000 - 60000 £ per year.
We currently have an exciting opportunity for a Service Desk Manager to join our existing experienced team. The Service Desk Manager leads the IT service desk, acting as the bridge between users and technology by overseeing incident & service request resolution, ensuring service levels are met, managing staff, implementing service improvement initiatives, and focusing on user satisfaction. They manage daily operations, lead the investigation of complex issues, and use metrics to report on service performance.
Responsibilities
- Team Leadership: Hiring, training, coaching, and performance evaluation of service desk engineers.
- Service Level Management: Ensuring timely resolution of user issues (incidents & service requests) via ticketing systems.
- Service Improvement: Implementing ITIL best practices, streamlining processes, identifying automation opportunities, and acting on user feedback.
- Collaboration: Work closely with resolver groups to ensure SLAs are met and service availability remains paramount.
- Resource Management: Work closely with Project Managers and Operations to ensure projects are adequately staffed in line with project budgets.
- Stakeholder Communication: Sharing timely updates on the state of services to users, internal stakeholders and customers.
- Technical Oversight: Providing expert guidance, running diagnostics, ensuring system efficiency, and recommending technical updates, supported by senior engineers and project technical leads.
Requirements
- Able to work in fast-paced secure environment with changing customer needs.
- Strong communication and interpersonal skills.
- Experience managing a complex and diverse IT Service Desk.
- Analysis of data to identify trends and report on a monthly basis.
- Knowledge of ITIL, Agile, and DevOps.
- Experience with ITSM tools (e.g., Jira Service Management).
- Expertise with Incident, Service Request and Problem Management.
- User and service-focused mindset.
- Able to resolve conflicts within a diverse team.
- Able to motivate team members and share the bigger picture of company & project goals.
About SiXworks
SiXworks is a leading provider of secure digital solutions, specialising in digital experimentation and focused on fail-safe-fast cutting‑edge technology solutions deployed in highly secure environments. We are unified in our mission to accelerate innovation and adoption of secure, digital technology to improve the operational agility of Defence and National Security. This is an exciting time for us, we have ambitious plans for continued growth and development, and we are seeking to add brilliant, experienced, motivated, and passionate people to our team to work with us on this journey.
Why join SiXworks?
Our team is a fusion of brilliance, featuring senior operational, technical, and business leaders from various industries and the armed forces. We’re also powered by a league of extraordinary IT engineers, architects, developers, and project managers. Together, we’re an unstoppable force of digital innovation!
What can we offer in return?
SiXworks offers a unique work culture around our core principles Agility, Security, Innovation, Quality, Collaboration and Inclusivity. Together, these six principles form SiXworks' NORTH STAR, guiding the organisation towards success. This is reflected in the raft of benefits available to all our employees. In addition to a competitive salary below are some of our benefits:
- 25 days annual leave + bank holidays.
- Private Medical Insurance.
- Life Assurance Scheme.
- Pension scheme.
- Professional Development opportunities.
- Cycle to Work scheme.
- Perks at Work scheme.
- Discretionary Bonus scheme.
A word on UK Security Clearance
Due to the secure nature of the position and working environment, you must have, or be eligible to obtain Security Clearance.
Information about our relationship with IBM
SiXworks is an IBM subsidiary which has been acquired by IBM and will be integrated into the IBM organisation. SiXworks will be the hiring entity. By proceeding with this application, you understand that SiXworks will share your personal information with other IBM subsidiaries involved in your recruitment process, wherever these are located.
Service Desk Manager in Farnborough employer: Sixworks
Contact Detail:
Sixworks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Farnborough
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and don’t be shy about asking for introductions. We all know that sometimes it’s not just what you know, but who you know that can help you land that Service Desk Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and service level management. We recommend doing mock interviews with friends or using online platforms to get comfortable discussing your experience managing IT service desks.
✨Tip Number 3
Showcase your problem-solving skills! During interviews, share specific examples of how you’ve tackled complex issues in the past. We want to hear about your approach to improving service delivery and how you’ve used metrics to drive performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets the attention it deserves. Plus, we love seeing candidates who are proactive and engaged with our mission at SiXworks.
We think you need these skills to ace Service Desk Manager in Farnborough
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Service Desk Manager role. Highlight your leadership experience, ITIL knowledge, and any relevant metrics you've worked with to show us you're the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role and how your background aligns with our mission at SiXworks. Share specific examples of how you've improved service levels or led teams in the past.
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your application is clear and concise. Use straightforward language and structure your thoughts logically to demonstrate your ability to communicate effectively.
Apply Through Our Website: We encourage you to apply directly through our website. This way, we can ensure your application gets the attention it deserves and you’ll be one step closer to joining our brilliant team at SiXworks!
How to prepare for a job interview at Sixworks
✨Know Your ITIL Inside Out
As a Service Desk Manager, you'll need to demonstrate a solid understanding of ITIL best practices. Brush up on key concepts and be ready to discuss how you've implemented these in past roles, especially in service improvement initiatives.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in team leadership. Talk about how you've hired, trained, and motivated service desk engineers, and share specific instances where your coaching led to improved performance or user satisfaction.
✨Be Data-Driven
Since analysis of data is crucial for this role, come prepared with examples of how you've used metrics to identify trends and report on service performance. Discuss any tools you've used, like Jira Service Management, to manage incidents and service requests effectively.
✨Communicate Clearly and Confidently
Strong communication skills are essential for this position. Practice articulating your thoughts clearly, especially when discussing complex issues. Be ready to explain how you’ve kept stakeholders informed and engaged during service updates or project changes.