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- Tasks: Lead a dynamic support team and ensure top-notch customer service.
- Company: Join a growing Managed Service Provider in Sheffield with a supportive culture.
- Benefits: Competitive salary, generous holiday, health plan, and dedicated development time.
- Why this job: Make a real impact by helping others succeed and improving processes.
- Qualifications: Experience in managing support teams and strong communication skills.
- Other info: Enjoy modern offices, social events, and opportunities for professional growth.
Location: Sheffield
Salary: £28,000 to £34,000 depending on experience
Hours: 9.00am to 5.30pm, Monday to Friday
Contract: Full-time, permanent
If you are someone who enjoys bringing structure to a busy team, supporting people day to day and making sure customers receive a consistent level of service, this could be a great next step. We are working with a growing MSP in Sheffield who are looking for a Service Desk Manager to take responsibility for the performance and development of their support team. You will not be hands-on technically in this role. Instead, you will be focused on people leadership, queue management, coaching, communication and keeping the service function running smoothly. If you like helping others succeed, improving processes and taking ownership of how a service desk operates, you will feel at home here.
What you will be doing:
- Leading the team
- Managing the day to day running of the service desk
- Coordinating workload, ticket queues and priorities
- Holding regular one to ones and performance reviews
- Addressing underperformance professionally and consistently
- Supporting recruitment and helping new starters settle in
- Coaching engineers on communication, ownership and service standards
- Driving performance
- Monitoring SLAs, KPIs and customer satisfaction
- Identifying trends and working with the team to reduce repeat issues
- Reviewing processes and recommending improvements
- Making sure documentation and reporting are always up to date
- Keeping work organised during busy periods and major incidents
- Acting as the escalation point for issues that need management involvement
- Communicating clearly and calmly during sensitive or time critical situations
- Ensuring customers receive a consistent, quality service
- Working closely with senior leadership to maintain high service standards
What we are looking for:
- Experience managing or leading a support team, ideally within an MSP
- Confident working with SLAs, KPIs and service reporting
- Able to manage performance fairly and consistently
- A good working knowledge of ticketing systems and PSA tools
- Someone organised, steady under pressure and comfortable making decisions
- A people-focused leader who enjoys helping others develop and succeed
- Strong communication skills and a professional approach
- You do not need to be a deep technical expert, but you must understand how a service desk works and how to keep a team operating effectively
What is in it for you:
- Salary between £28,000 and £34,000 depending on experience
- 21 days holiday plus bank holidays, increasing with length of service up to 34 days
- Your birthday off
- Health plan after one year
- Dedicated development time each week
- Paid internal and external training opportunities
- Modern offices with free parking
- Regular team meetings, social events and team building days
- Supportive culture where your ideas will help shape how the service operates
How to apply:
If this sounds like the right move for you, we would love to hear from you. Apply with your CV and we will be in touch. We contact all applicants, and if you are shortlisted, we will speak with you before presenting your details to the client.
We are an Equal Opportunities Employer.
Service Desk Manager in Sheffield employer: Verus Recruitment
Contact Detail:
Verus Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Service Desk Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team management and customer service. We recommend doing mock interviews with friends or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills! When you get the chance to chat with potential employers, share specific examples of how you've improved team performance or customer satisfaction in previous roles. Numbers speak volumes!
✨Tip Number 4
Don't forget to apply through our website! It’s super easy and ensures your application gets the attention it deserves. Plus, we’re here to support you every step of the way in landing that perfect job!
We think you need these skills to ace Service Desk Manager in Sheffield
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, take a good look at the job description. Make sure you understand what we're looking for in a Service Desk Manager and how your experience aligns with those requirements.
Tailor Your CV: When you're putting together your CV, make it specific to this role. Highlight your experience in managing support teams, working with SLAs and KPIs, and any relevant achievements that show how you can help us improve our service desk operations.
Craft a Personal Cover Letter: Don't skip the cover letter! Use it to tell us why you're passionate about leading a team and how you can contribute to our supportive culture. Share examples of how you've helped others succeed in previous roles.
Apply Through Our Website: Once you're happy with your application, make sure to apply through our website. This way, we can easily track your application and get back to you quickly. We can't wait to hear from you!
How to prepare for a job interview at Verus Recruitment
✨Know Your Stuff
Before the interview, make sure you understand the key responsibilities of a Service Desk Manager. Familiarise yourself with SLAs, KPIs, and how to manage a support team effectively. This will show that you're not just interested in the role but also prepared to take it on.
✨Showcase Your Leadership Skills
Be ready to discuss your experience in leading teams and managing performance. Prepare examples of how you've coached team members or improved processes in previous roles. This will highlight your people-focused approach and ability to drive performance.
✨Communicate Clearly
Since communication is key in this role, practice articulating your thoughts clearly and calmly. Think about how you would handle sensitive situations or escalations, and be prepared to share those scenarios during the interview.
✨Ask Insightful Questions
Prepare some thoughtful questions about the company culture, team dynamics, and expectations for the role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
