At a Glance
- Tasks: Lead and develop a dynamic service desk team while ensuring top-notch technical support.
- Company: Fast-growing Managed Service Provider with a focus on innovation and teamwork.
- Benefits: Competitive salary, career growth opportunities, and a supportive work environment.
- Other info: Join a passionate team dedicated to continuous improvement and customer satisfaction.
- Why this job: Step into a leadership role and make a real impact in a thriving tech environment.
- Qualifications: Experience in service desk roles with strong technical and leadership skills.
The predicted salary is between 45000 - 55000 € per year.
We are working with a fast-growing Managed Service Provider seeking a Technical Service Desk Manager to lead and develop their service desk function. This is a hands-on leadership role suited to someone with a strong technical background who has progressed through service desk or support roles and is now ready to step into or grow within management.
The ideal candidate could be an experienced Service Desk Team Leader looking to take the next step into a full management position, or an established Service Desk Manager with a technical MSP background.
The Role
As Technical Service Desk Manager, you will be responsible for leading the day-to-day operations of the service desk, ensuring high-quality technical support delivery to customers and driving continuous improvement across processes, performance, and customer experience. You will remain close to the technical detail while also taking ownership of team leadership, escalation management, and service performance.
Key responsibilities include:
- Leading and developing the service desk team in a fast-paced MSP environment
- Ensuring efficient handling of incidents, requests, and escalations
- Acting as an escalation point for complex technical issues
- Monitoring SLA performance and driving service improvement
- Coaching and mentoring engineers and team leaders
- Supporting process improvement and service maturity initiatives
- Working closely with wider technical teams including infrastructure, cloud, and projects
- Contributing to reporting, KPI tracking, and operational reviews
About You
We are open to candidates who have grown through the service desk function and are ready for or already operating in a management role. You will likely have:
- Experience as a Team Leader or Senior Engineer ready to step up
- Strong technical understanding across IT infrastructure including Windows, networking, and Microsoft 365
- Experience managing or supporting SLAs and service performance metrics
- A hands-on leadership approach
- Strong communication and stakeholder management skills
- A passion for developing people and improving service delivery
Desirable Experience
- Previous MSP environment experience
- ITIL Foundation or similar service management framework knowledge
- Experience with PSA or RMM tools
- Exposure to cloud environments such as Azure, Microsoft 365, or AWS
This is a fantastic opportunity to work within a growing service desk team for a well-established MSP business.
Technical Service Desk Manager in Solihull employer: vertex-it-solutions
Join a dynamic Managed Service Provider that prioritises employee development and fosters a collaborative work culture. As a Technical Service Desk Manager, you will benefit from hands-on leadership opportunities, continuous training, and a supportive environment that encourages innovation and growth. Located in a thriving area, this role offers the chance to make a meaningful impact while working alongside a passionate team dedicated to delivering exceptional technical support.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Desk Manager in Solihull
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to service desk management. Think about how you’d handle escalations or improve team performance, and be ready to share your ideas!
✨Tip Number 3
Showcase your technical skills during interviews. Be prepared to discuss your experience with IT infrastructure, SLAs, and any tools you've used. This is your chance to shine and demonstrate your hands-on leadership approach!
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for passionate individuals to join our growing team. Plus, it’s a great way to ensure your application gets the attention it deserves.
We think you need these skills to ace Technical Service Desk Manager in Solihull
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Technical Service Desk Manager role. Highlight your technical background and any leadership experience you've had in service desk or support roles.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're the perfect fit for this position. Share specific examples of how you've led teams, improved processes, or handled complex technical issues in the past.
Showcase Your Technical Skills:Don’t shy away from detailing your technical expertise! Mention your experience with IT infrastructure, SLAs, and any relevant tools like PSA or RMM. This will help us see your fit for the role.
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 this exciting opportunity!
How to prepare for a job interview at vertex-it-solutions
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around IT infrastructure, Windows, networking, and Microsoft 365. Be ready to discuss specific scenarios where you've tackled complex technical issues, as this will show your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach and how you've developed teams in the past. Think of examples where you've coached or mentored team members, and be ready to explain how you handle escalations and ensure high-quality support delivery.
✨Understand SLAs and Performance Metrics
Familiarise yourself with Service Level Agreements (SLAs) and how they impact service performance. Be prepared to discuss how you've monitored SLA performance in previous roles and any initiatives you've led to drive service improvement.
✨Communicate Effectively
Strong communication is key in this role, so practice articulating your thoughts clearly. Think about how you've managed stakeholder relationships and how you can convey technical information to non-technical audiences. This will demonstrate your ability to bridge the gap between technical teams and customers.
