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- Tasks: Lead a global team managing a 24/7 tech support desk.
- Company: Join TD SYNNEX, the world's largest IT distributor with a diverse workforce.
- Benefits: Enjoy hybrid work, competitive pay, and comprehensive benefits including paid leave.
- Why this job: Be part of a dynamic team driving tech solutions and continuous improvement.
- Qualifications: 3-5 years in support team leadership; relevant tech certifications required.
- Other info: Engage in community activities and professional development opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Why Choose TD SYNNEX :
As a Fortune 500 global corporation, operating in over 100 countries, TD SYNNEX values its diverse workforce of 22,000 employees. As the biggest IT distributor in the world, our mission is to provide top-notch technology solutions, empowering businesses and individuals to navigate the digital world safely and efficiently.
About the role :
As a Service Desk Manager, you will lead an international team of 24 / 7 desk service engineers. This is a hybrid office‑based role working. The role is to ensure the effective quality operation of the 24×7 customer TechCARE support desk providing management and operational supervision of the staffing and shift working to ensure continued service operation. The position is accountable for the management, development, and continuity of service on the desk.
Team description :
The 24×7 Engineer answers and logs technical support calls for a variety of networking and security products. Using fault trees and knowledge support materials, the 24×7 Engineer gathers information in conjunction with the client to investigate and isolate the fault, be it hardware and / or software, escalating faults beyond their experience or knowledge to Senior Support Engineers and the Vendor Support Desks.
What you\’ll do :
- Managing and optimizing the 24×7 service desk shift rotation
- Process design, implementation, documentation, and development.
- HR and operational management of the 24 / 7 service desk team
- Customer escalation and major incident management
- Drive continual improvement through KPI and Audit design, development, implementation, monitoring and managing.
- People development through mentoring & training
- Contribute to the design and implementation or new services
What we’re kindly looking for :
- Relevant experience in leading support teams (3-5 years in a similar role)
- Awareness of enterprise technologies
- Computing or Networking recognized Certification (e.g. CompTIA Networking+, JNCIS, CCNA)
What We Offer :
We provide competitive compensation with regular annual salary reviews.
Hybrid work – (2 days at the office, 3 days at home)
We value continuous learning and provide a clear progression plan.
We provide comprehensive benefits including paid leave, retirement plans, and more.
What’s In It For You?
- Elective Benefits : Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career : Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on‑demand courses.
- Elevate Your Personal Well-Being : Boost your financial, physical, and mental well‑being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion : It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer‑to‑peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization : Network with other new co‑workers within your first 30 days through our onboarding program.
- Connect with Your Community : Participate in internal, peer‑led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
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Service Desk Manager employer: TD Synnex
Contact Detail:
TD Synnex 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 support and service desk management. Understanding current technologies and methodologies will not only help you in interviews but also demonstrate your commitment to staying updated in a fast-paced industry.
✨Tip Number 2
Network with professionals already working in similar roles or within TD SYNNEX. Engaging with them on platforms like LinkedIn can provide valuable insights into the company culture and expectations, which can be beneficial during your application process.
✨Tip Number 3
Prepare to discuss your leadership style and experiences in managing support teams. Be ready to share specific examples of how you've driven improvements in service delivery or team performance, as this is crucial for the Service Desk Manager role.
✨Tip Number 4
Research the key performance indicators (KPIs) relevant to service desks. Being able to speak knowledgeably about how you would implement and monitor these metrics can set you apart from other candidates and show your strategic thinking.
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 leading support teams, particularly in IT or service desk environments. Emphasise any certifications you hold, such as CompTIA Networking+ or CCNA, and showcase your achievements in previous roles.
Craft a Strong Cover Letter: In your cover letter, express your passion for technology and customer service. Mention specific examples of how you've managed teams and improved service operations in the past. This is your chance to show your personality and fit for the role.
Highlight Leadership Skills: Since the role requires managing a team, be sure to highlight your leadership skills. Discuss your experience in mentoring and training staff, as well as any successful projects you've led that demonstrate your ability to drive improvement.
Showcase Problem-Solving Abilities: The job involves managing customer escalations and major incidents. Provide examples in your application of how you've effectively resolved complex issues in previous roles, showcasing your analytical and problem-solving skills.
How to prepare for a job interview at TD Synnex
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading a team. Be prepared to discuss your previous leadership experiences, how you've managed teams, and any specific challenges you've overcome. Highlight your ability to motivate and develop your team.
✨Understand the Technical Landscape
Familiarise yourself with the enterprise technologies relevant to the role, such as networking and security products. Be ready to discuss your certifications like CompTIA Networking+, JNCIS, or CCNA, and how they apply to the position.
✨Demonstrate Problem-Solving Abilities
The role involves managing incidents and escalations. Prepare examples of how you've effectively resolved technical issues in the past, particularly in high-pressure situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
TD SYNNEX values continual improvement through KPIs and audits. Be ready to discuss how you've implemented process improvements in previous roles, and share any metrics that demonstrate your success in enhancing service desk operations.
