At a Glance
- Tasks: Lead and improve our Service Desk Operations for multiple enterprise clients.
- Company: Join Sword, a leader in business technology solutions across various sectors.
- Benefits: Enjoy flexible working, personalised career development, and a fantastic benefits package.
- Other info: Diverse and inclusive workplace with opportunities for growth.
- Why this job: Shape the future of service delivery and enhance customer experiences.
- Qualifications: Experience in Managed Services and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.
We are seeking an experienced and customer-focused Service Desk Operations Manager to lead, mature, and continuously improve our Managed Services Service Desk Operations capability across multiple enterprise customer environments. This is a senior operational leadership role responsible for delivering a high-performing, ITIL-aligned Service Desk capability, providing the central Single Point of Contact (SPOC) for end users across Incident Management, Service Request Fulfilment, workplace support, and user experience.
You will lead the Service Desk Operations function, driving operational excellence, governance, service maturity, and continual improvement. A key objective of the role is to transform the Service Desk from a reactive support function into a proactive Managed Services capability through process improvement, automation, knowledge management, shift-left initiatives, and data-driven operational insight.
Working closely with Service Delivery Management, Technical Operations, Service Management functions, resolver teams, and customers, you will ensure consistent, efficient, and customer-focused service delivery aligned to MSP best practice.
Why Join Us
This is a key leadership opportunity within a growing Managed Services organisation that is focused on modernising and maturing its support services capability. You'll have the opportunity to:
- Shape the future Service Desk Operations operating model.
- Improve customer experience across multiple enterprise environments.
- Introduce proactive support and service improvement initiatives.
- Drive automation and operational efficiencies.
- Build a scalable, high-performing Managed Services capability aligned to industry best practice.
- Lead and develop talented support teams in a collaborative and forward-thinking environment.
Requirements
- Significant experience working within a Managed Services Provider (MSP) environment.
- Proven experience leading Enterprise Service Desk, Desktop Support, or End User Computing (EUC) operations.
- Experience managing operational support teams and building high-performing service functions.
- Strong understanding of ITIL-aligned Service Management practices.
- Demonstrable experience across: Incident Management, Major Incident Management, Service Request Fulfilment, Escalation Management, SLA and KPI Management, Queue Management.
- Experience using ServiceNow or other enterprise ITSM platforms.
- Proven track record of delivering: Service improvement initiatives, Shift-left strategies, Automation programmes, Operational maturity improvements.
- Strong leadership, communication, stakeholder management, and customer engagement skills.
Desirable Qualifications & Experience
- ITIL Foundation Certification (or higher).
- Experience working in large-scale enterprise MSP environments.
- Experience with ServiceNow, Remote Monitoring & Management (RMM), automation, and self-service technologies.
- Experience supporting Managed Services transformation and modernisation programmes.
Personal Attributes
- Customer-focused, with a passion for service excellence.
- Calm, resilient, and effective under pressure, particularly during Major Incidents.
- A confident communicator who can engage effectively with technical teams, customers, and senior stakeholders.
- Proactive, organised, and delivery focused.
- Passionate about developing people, building high-performing teams, and improving service outcomes.
If you're an experienced Service Desk leader looking to shape and transform a modern Managed Services operation, we'd love to hear from you.
Benefits
At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success. We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:
- Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
- Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.
- A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.
At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel you have some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.
If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.
Service Desk Operations Manager in Aberdeen employer: Sword Group
Sword Group is an exceptional employer that fosters a dynamic and innovative work culture in the heart of Glasgow. With a strong emphasis on employee growth, we offer extensive training opportunities and encourage professional development, particularly for those passionate about network engineering and security. Our commitment to delivering impactful projects in critical sectors ensures that our team members are engaged in meaningful work while enjoying a collaborative and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Operations Manager in Aberdeen
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sword Group. 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 Sword Group 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 Operations Manager in Aberdeen
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 Sword Group:Your cover letter is your chance to shine! Tell us why you want to work at Sword Group 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 Sword Group!
How to prepare for a job interview at Sword Group
✨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.
