At a Glance
- Tasks: Lead a team to deliver top-notch IT support and improve service processes.
- Company: Join a dynamic organisation focused on innovative IT solutions.
- Benefits: Competitive daily rate, flexible working, and opportunities for professional growth.
- Other info: Fast-paced environment with a focus on continuous improvement and collaboration.
- Why this job: Make a real difference in IT service management while leading a passionate team.
- Qualifications: Strong leadership and IT support experience with excellent communication skills.
The predicted salary is between 30000 - 40000 £ per year.
The Service Desk Manager is responsible for ensuring the delivery of high‑quality, responsive IT support to staff across a geographically dispersed organisation. The role combines operational leadership with ownership of service performance reporting and KPI management. The postholder will ensure accurate and meaningful reporting of service metrics, contributing to wider IT operational dashboards. The Service Desk Manager will also support ongoing IT service management maturity initiatives, including contributing to discussions about future ITSM tooling.
Key Responsibilities
- Lead and manage Level 1 and Level 2 Service Desk analysts.
- Ensure effective handling of incidents and service requests in line with SLAs.
- Monitor workload distribution and ensure efficient ticket progression.
- Act as an escalation point for high‑priority incidents during business hours.
- Maintain clear communication standards and a strong customer service culture.
ITSM Tooling and Process Improvement
- Ensure effective use of the current ITSM and Call centre platforms (Hornbill, 8x8).
- Drive continuous improvement initiatives.
- Contribute to evaluation of modern ITSM tools (e.g. ServiceNow).
- Ensure Service Desk processes align with ITIL best practice.
- Conduct supplier performance review meetings.
- Support compliance with safeguarding, GDPR, and information security requirements.
- Work collaboratively with infrastructure teams and third‑party suppliers to ensure seamless service delivery.
Essential Skills & Experience
- Strong team leadership skills and experience.
- Proven experience in a service desk or IT support role with hands‑on diagnosis and troubleshooting.
- Strong customer service orientation with excellent communication skills.
- Working knowledge of PowerBI, Windows 11, Office 365, Active Directory, and common desktop applications.
- Experience using IT service management tools (e.g., Hornbill, ServiceNow).
- Ability to manage multiple tasks and prioritise effectively in a fast‑paced environment.
- Understanding of ITIL principles and service management best practices.
Desirable
- ITIL certification.
- Experience with Microsoft Intune, Azure AD, and endpoint management.
- Data processing and reporting skills.
- Experience supporting hybrid working environments and remote users.
Service Desk Manager (ITSM). Job in Crewe LilyLifestyle Jobs employer: United Cerebral Palsy of Georgia
As a Service Desk Manager at our Crewe location, you will thrive in a dynamic work environment that prioritises employee growth and development. We offer competitive daily rates, a strong emphasis on teamwork, and a culture that values innovation and continuous improvement in IT service management. Join us to lead a dedicated team while enjoying the benefits of a supportive workplace that encourages professional advancement and embraces modern technology.
Contact Details:
United Cerebral Palsy of Georgia Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager (ITSM). Job in Crewe LilyLifestyle Jobs
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in service desk roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your ITIL principles and service management best practices. We want you to showcase your knowledge of tools like Hornbill and ServiceNow, so be ready to discuss how you've used them in past roles.
✨Tip Number 3
Show off your leadership skills! Be prepared to share examples of how you've successfully managed teams and improved service delivery. Highlighting your experience with Level 1 and Level 2 analysts will definitely catch their attention.
✨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 Service Desk Manager (ITSM). Job in Crewe LilyLifestyle Jobs
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Service Desk Manager role. Highlight your experience in IT support, team leadership, and any relevant ITSM tools you've used. We want to see how your skills align with what we're looking for!
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. Mention specific examples of how you've improved service delivery or led a team effectively. We love a good story!
Show Off Your Communication Skills:Since this role involves maintaining clear communication standards, make sure your application reflects your strong communication skills. Keep your language clear and concise, and don’t forget to proofread for any typos!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status. Plus, it’s super easy!
How to prepare for a job interview at United Cerebral Palsy of Georgia
✨Know Your ITSM Tools
Familiarise yourself with the ITSM tools mentioned in the job description, like Hornbill and ServiceNow. Be ready to discuss your experience with these platforms and how you've used them to improve service delivery.
✨Showcase Leadership Skills
Prepare examples that highlight your team leadership experience. Think about times when you successfully managed a team or resolved conflicts, as this role requires strong leadership to guide Level 1 and Level 2 analysts.
✨Understand ITIL Principles
Brush up on ITIL best practices and be prepared to discuss how you've applied these principles in previous roles. This will show your understanding of service management and your ability to align processes with industry standards.
✨Communicate Clearly
Since clear communication is key in this role, practice articulating your thoughts concisely. Prepare to demonstrate your customer service orientation by sharing examples of how you've effectively communicated with users and resolved their issues.
