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For Companies At a Glance
- Tasks: Lead and develop a dynamic service desk team while enhancing customer support.
- Company: Join an award-winning tech company that's rapidly growing and innovating.
- Benefits: Enjoy a competitive salary, bonuses, and the chance to shape your team's future.
- Why this job: Perfect for those seeking career growth and autonomy in a vibrant work culture.
- Qualifications: Must have extensive IT Service Desk Management experience and strong ITIL knowledge.
- Other info: This role is based onsite in Milton Keynes.
The predicted salary is between 36000 - 60000 £ per year.
Vivo Talent is working with an award-winning, fast growing technology business who are looking to add to their team. They’re looking for an experienced Service Desk Manager who is confident in their ability to lead and evolve their service desk and service delivery operations. As the Service Desk Manager you will oversee first and second line support while looking to drive efficiency throughout.
This is a fantastic opportunity for someone looking to take the next step in their career and have autonomy in the way that this service desk is shaped.
Key Responsibilities:- Lead and develop the service desk team, promoting a customer-first culture.
- Define and document SOPs for 1st/2nd line support and internal processes.
- Monitor and improve CSAT/NPS scores, first-contact resolution and SLA adherence.
- Deliver service performance reports, dashboards and Quarterly Business Reviews (QBRs).
- Collaborate with stakeholders to align service delivery with business objectives.
- Support vendor management, contract negotiations and cost efficiency efforts.
- Extensive experience working within IT Service Desk Management.
- Strong knowledge of ITIL processes and service management.
- Proven success improving CSAT/NPS and managing KPIs/SLAs.
- Excellent leadership, customer service and strategic thinking skills.
- Experience in MSP, telecoms or networking environments (desirable).
Service Desk Manager employer: Vivo Talent Solutions
Contact Detail:
Vivo Talent Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL processes and service management best practices. Being able to discuss specific methodologies and how you've applied them in previous roles will demonstrate your expertise and readiness for the Service Desk Manager position.
✨Tip Number 2
Prepare to showcase your leadership skills by thinking of examples where you've successfully led a team or improved service delivery. Highlighting your ability to foster a customer-first culture will resonate well with the hiring team.
✨Tip Number 3
Research the company’s current service desk operations and be ready to suggest improvements. Showing that you understand their challenges and have ideas for enhancing CSAT/NPS scores will set you apart from other candidates.
✨Tip Number 4
Network with professionals in the IT service management field, especially those who have experience in MSP, telecoms, or networking environments. Building connections can provide insights into the role and may even lead to referrals.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in IT Service Desk Management and your knowledge of ITIL processes. Use specific examples that demonstrate your leadership skills and success in improving customer satisfaction scores.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for service delivery and your ability to lead a team. Mention how you can drive efficiency and align service delivery with business objectives, as outlined in the job description.
Highlight Relevant Achievements: In your application, focus on quantifiable achievements related to CSAT/NPS improvements and SLA adherence. This will help illustrate your capability to meet the company's expectations.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Vivo Talent Solutions
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Prepare examples of how you've successfully managed teams in the past, focusing on promoting a customer-first culture and driving efficiency.
✨Understand ITIL Processes
Make sure you're well-versed in ITIL processes and service management. Be ready to discuss how you've applied these principles in previous roles, particularly in improving CSAT/NPS scores and managing KPIs/SLAs.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and strategic thinking. Think about challenges you've faced in service desk management and how you overcame them, especially in relation to vendor management and contract negotiations.
✨Demonstrate Your Analytical Skills
You'll likely be asked about your experience with service performance reports and dashboards. Be prepared to discuss how you've used data to drive improvements in service delivery and align it with business objectives.
