At a Glance
- Tasks: Lead a dynamic 2nd Line Service Desk team to deliver top-notch support.
- Company: Join a forward-thinking company in West Yorkshire with a focus on innovation.
- Benefits: Enjoy competitive pay, career development, and a supportive work environment.
- Other info: Great opportunity for growth in a collaborative and fast-paced setting.
- Why this job: Make a real difference by enhancing customer experience and driving service excellence.
- Qualifications: Experience in IT support and strong leadership skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
Location: West Yorkshire
Reports to: Support Director
Division: Operations
Role Purpose
Lead and develop the 2nd Line Service Desk function, managing Team Leaders and technical engineers to ensure consistent, high-quality escalated support. Own performance, technical quality, and service delivery across the 2nd Line function, driving accountability, process improvement, and alignment with business and customer expectations.
Key Responsibilities
- Own customer experience for escalated tickets, ensuring high-quality resolution and communication.
- Manage performance, KPIs, and output of the 2nd Line function, ensuring consistent SLA delivery.
- Maintain control of escalation queues, backlog, and technical quality.
- Work with Team Leaders to ensure consistent standards in ticket handling, prioritisation, and resolution.
- Regularly engage with Team Leaders to stay close to workload pressures, risks, and team challenges.
- Coach and support Team Leaders, ensuring effective leadership, development time, and structured 1-2-1s.
- Identify and drive improvements across 1st, 2nd, and 3rd Line processes using data and feedback.
- Escalate wider service issues with clear recommendations.
Core Competencies
IT Support Manager employer: Tribe Appointments
As an IT Support Manager in West Yorkshire, you will thrive in a dynamic work culture that prioritises employee development and collaboration. Our commitment to high-quality service delivery is matched by our investment in your growth, offering tailored training programmes and clear career progression paths. Join us to be part of a supportive team that values innovation and accountability, ensuring a rewarding and meaningful work experience.
StudySmarter Expert Advice🤫
We think this is how you could land IT Support Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in support roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common questions related to IT support management. Think about how you’d handle escalated tickets and team challenges, and be ready to share your strategies.
✨Tip Number 3
Showcase your leadership skills! During interviews, highlight your experience in coaching and developing team leaders. Share specific examples of how you've improved performance and service delivery.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace IT Support Manager
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of IT Support Manager. Highlight your experience in managing teams and delivering high-quality support, as well as any specific achievements that align with the responsibilities outlined in the job description.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this role. Share your passion for customer experience and how you've successfully managed performance and KPIs in previous positions. This is your chance to show your personality!
Showcase Your Leadership Skills:Since this role involves coaching and supporting Team Leaders, make sure to highlight your leadership experience. Provide examples of how you've developed teams and driven improvements in service delivery in your application.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Tribe Appointments
✨Know Your Stuff
Make sure you brush up on your technical knowledge related to 2nd Line support. Be ready to discuss specific tools and technologies you've used, as well as how you've handled escalated tickets in the past. This shows you're not just familiar with the role but have real experience to back it up.
✨Showcase Leadership Skills
Since you'll be managing Team Leaders and engineers, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've coached or developed team members before. Talk about your approach to performance management and how you ensure consistent standards in ticket handling.
✨Understand Customer Experience
The role focuses heavily on customer experience, so be prepared to discuss how you've ensured high-quality resolutions and communication in previous roles. Think of specific instances where you improved customer satisfaction or resolved complex issues effectively.
✨Be Data-Driven
Highlight your ability to use data for process improvement. Discuss any experience you have with KPIs and how you've used feedback to drive enhancements in service delivery. This will show that you can align with business expectations and continuously improve the 2nd Line function.
