At a Glance
- Tasks: Manage IT support services, oversee incidents, and lead a team of Support Desk Engineers.
- Company: Join Trusted Technology Partnership, a top-rated workplace with a positive culture.
- Benefits: Enjoy competitive salary, profit share, hybrid working, and generous leave policies.
- Other info: Opportunities for progression and a fun work environment with perks like free fruit and coffee.
- Why this job: Make a real impact in IT service management while developing your career.
- Qualifications: Experience with ITIL practices and strong communication skills are essential.
The predicted salary is between 30000 - 33000 £ per year.
Location: Ringwood, Hampshire + Hybrid home working
Salary: £30 – £33k DOE + Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
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.
IT Service Manager in Hampshire employer: Trusted Technology Partnership
Trusted Technology Partnership is an exceptional employer located in Ringwood, Hampshire, offering a vibrant work culture that prioritises employee well-being and development. With benefits such as a company profit share, hybrid working options, and opportunities for progression, we foster a supportive environment where team members can thrive and contribute to meaningful projects. Join us and be part of a recognised 'Best Place to Work' that values your growth and success.
Contact Details:
Trusted Technology Partnership Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Manager in Hampshire
✨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 highlight your experience with SLAs and KPIs.
✨Tip Number 3
Showcase your problem-solving skills during interviews. Be ready to discuss specific examples where you've identified trends or improved service delivery. This will demonstrate your ability to analyse operational data effectively.
✨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 genuinely interested in joining our team at Trusted Technology Partnership.
We think you need these skills to ace IT Service Manager in Hampshire
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 passionate about this role and how you can contribute to our team. Keep it engaging and personal – we love a bit of personality!
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t hesitate to demonstrate your ability to 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’s super easy – just a few clicks and you’re done!
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 when managing escalations or resolving conflicts. This will demonstrate your ability to handle the interpersonal aspects of the job.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific incidents or problems. Think of a few scenarios where you've identified trends or anomalies in operational data and how you addressed them. This will highlight your analytical skills and your proactive approach to service improvement.
✨Demonstrate Your Leadership Style
As you'll have line management responsibilities, be prepared to discuss your leadership style and how you support and develop your team. Share examples of how you've motivated colleagues or improved team performance in the past. This will show that you're not just a manager but a leader who fosters a positive work environment.
