At a Glance
- Tasks: Lead a dynamic service desk team and ensure top-notch technical support.
- Company: Fast-growing Managed Service Provider with a focus on innovation.
- Benefits: Competitive salary, career growth, and a supportive work environment.
- Other info: Join a collaborative team and enhance your management skills.
- Why this job: Step into a leadership role and make a real impact in tech support.
- Qualifications: Experience in service desk roles and strong technical skills required.
The predicted salary is between 40000 - 50000 £ 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 / IT Helpdesk Manager in Solihull employer: vertex-it-solutions
Join a dynamic and rapidly expanding Managed Service Provider that values innovation and employee development. As a Technical Service Desk Manager, you will thrive in a collaborative work culture that prioritises continuous improvement and technical excellence, while enjoying opportunities for professional growth and mentorship. Located in a vibrant area, this role offers the chance to lead a passionate team dedicated to delivering exceptional customer service in a fast-paced environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Service Desk Manager / IT Helpdesk 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’ve got loads of opportunities that might just be the perfect fit for you. Plus, it’s a great way to get noticed by our hiring team directly.
We think you need these skills to ace Technical Service Desk Manager / IT Helpdesk 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:Since this role requires a strong technical understanding, be sure to mention your experience with IT infrastructure, Windows, networking, and Microsoft 365. We want to see how you can bring your expertise to our team!
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 don’t miss out on any important updates during the process.
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.
✨Showcase Your Leadership Skills
Prepare examples of how you've led a team or mentored others in previous roles. Highlight your coaching style and how you've driven performance improvements. This is crucial for a management position, so be ready to demonstrate your leadership approach.
✨Understand SLAs and Service Metrics
Familiarise yourself with SLA management and service performance metrics. Be prepared to discuss how you've monitored and improved these in past roles. This will show that you understand the importance of delivering high-quality support and can drive continuous improvement.
✨Communicate Effectively
Strong communication skills are key in this role. Practice articulating your thoughts clearly and confidently. Think about how you would explain technical concepts to non-technical stakeholders, as this will be important in managing relationships across teams.
