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- Tasks: Manage IT support services, oversee incidents, and drive service improvements.
- Company: Join a top-rated IT company with a friendly, employee-owned culture.
- Benefits: Enjoy competitive salary, profit share, hybrid work, and generous leave.
- Why this job: Make a real impact while developing your skills in a supportive environment.
- Qualifications: Experience with ITIL practices and strong communication skills required.
- Other info: Opportunities for career progression and a fun workplace culture.
The predicted salary is between 30000 - 33000 £ per year.
As a Service Manager, you will be part of an established service management team responsible for the day to day operation of our business as usual support services. This includes allocating tasks, maintaining contractual KPI commitments, producing customer reports, and serving as an escalation point for both internal and external stakeholders. In addition, you will analyse operational data and metrics contributing to the problem management process to identify trends, anomalies, and opportunities for service improvement.
You will also hold line management responsibilities, supporting and developing a team of Support Desk Engineers to ensure daily operations run effectively and organisational objectives are achieved.
Duties Include:
- Maintain oversight of incident, requests and problem lifecycles, including service level management.
- Interpret data, identifying meaningful trends, uncover problems and highlight opportunities for improvement.
- Line management responsibilities for support desk colleagues.
- Management of major incidents tickets, ensuring tickets are aligned to the existing processes and lifecycle.
- Responsible for the management of customer escalations.
- Ownership of priority 1 and 2 tickets, following defined processes and ensuring priority tickets are managed through to resolution.
Skills and Experience:
- Experience and knowledge of utilising ITIL v3/v4 best practice.
- Excellent communication skills, with the ability to engage effectively with stakeholders at all levels.
- Ability to prioritise workload, balancing multiple demands while maintaining service quality.
- Willingness to learn and succeed.
- Experience managing SLAs and KPIs to ensure consistent, high quality service delivery.
The role is subject to a standard clear DBS being received. Some travel to customer sites may be involved, so you must have a full UK driving license.
The Package:
- Company Profit Share (first £3,600 is tax free).
- 22 days annual leave plus bank holidays, increasing with length of service.
- Birthday as additional paid leave.
- Additional paid leave (dependent on company performance).
- Company sick pay policy.
- Pension Scheme.
- Private Medical Insurance including Dental.
- Free Parking.
- Hybrid Working.
- Progression opportunities.
- Fresh fruit, the occasional pizza and a posh coffee machine!
Trusted Technology Partnership has been a specialist IT Infrastructure and Support Services provider for over 25 years. We are an Employee Ownership Trust - a growing company. We are proud winners of Best Place to Work award and overall winner of the Ringwood Business Awards 2024. Our core services include support desk, on-site engineering, project management and delivery, storage and logistics, and technical consultancy. We encourage progression within Trusted Technology Partnership for our colleagues, offering opportunities in other teams and departments. Join our friendly company, where a great team and a positive culture await you.
Locations
IT Service Manager in Hampshire, Ringwood employer: Trusted Technology Partnership
Contact Detail:
Trusted Technology Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager in Hampshire, Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT industry, especially those who work at Trusted Technology Partnership. A friendly chat can sometimes lead to job opportunities that aren't even advertised yet.
✨Tip Number 2
Prepare for the interview by researching common questions for IT Service Managers. We recommend practising your responses with a friend or in front of a mirror to boost your confidence and ensure you come across as the best fit for the role.
✨Tip Number 3
Show off your problem-solving skills during the interview! Be ready to discuss specific examples where you've successfully managed incidents or improved service delivery. This will demonstrate your hands-on experience and ability to handle the role's challenges.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email expressing your appreciation for the opportunity can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace IT Service Manager in Hampshire, Ringwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the IT Service Manager role. Highlight your experience with ITIL practices and any relevant management skills. We want to see how your background aligns with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Share specific examples of how you've managed SLAs and KPIs in the past, and don’t forget to show your enthusiasm for the role.
Showcase Your Communication Skills: Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and structure your documents well. We appreciate a good communicator who can engage with stakeholders at all levels!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our friendly team!
How to prepare for a job interview at Trusted Technology Partnership
✨Know Your ITIL Inside Out
Make sure you brush up on your ITIL v3/v4 knowledge before the interview. Be ready to discuss how you've applied these best practices in previous roles, especially in managing SLAs and KPIs. This will show that you understand the framework and can bring valuable insights to the team.
✨Showcase Your Communication Skills
Since the role involves engaging with stakeholders at all levels, practice articulating your thoughts clearly and confidently. Prepare examples of how you've effectively communicated in past situations, particularly during escalations or major incidents. This will demonstrate your ability to handle pressure and maintain service quality.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific situations, like managing priority tickets or resolving customer escalations. Think through your past experiences and be ready to share how you identified trends or opportunities for improvement. This will highlight your analytical skills and problem-solving abilities.
✨Emphasise Team Management Experience
As you'll have line management responsibilities, be prepared to discuss your experience in supporting and developing team members. Share examples of how you've motivated your team or improved their performance. This will show that you're not just a manager but a leader who cares about team success.
