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For Companies At a Glance
- Tasks: Lead and develop a dynamic service desk team while enhancing service delivery operations.
- Company: Join an award-winning tech company known for rapid growth and innovation.
- Benefits: Enjoy a competitive salary, bonus potential, and the chance to shape your role.
- Why this job: Perfect for those seeking career advancement with autonomy in a customer-first environment.
- Qualifications: Must have extensive IT Service Desk Management experience and strong ITIL knowledge.
- Other info: This is a permanent, onsite position based 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 are 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.
Requirements:
- 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 - ITIL 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 - ITIL
✨Tip Number 1
Familiarise yourself with the latest ITIL frameworks and best practices. Being able to discuss recent developments in IT service management during your interview will show that you're proactive and knowledgeable.
✨Tip Number 2
Prepare specific examples of how you've improved CSAT/NPS scores in previous roles. Having quantifiable achievements ready to share can demonstrate your effectiveness as a Service Desk Manager.
✨Tip Number 3
Research the company’s current service desk operations and think about how you could enhance them. Bringing fresh ideas to the table during your discussions can 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 or telecoms environments. They might provide insights or even referrals that could help you land the job.
We think you need these skills to ace Service Desk Manager - ITIL
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: In your cover letter, express your enthusiasm for the role and the company. Discuss how your background aligns with the key responsibilities mentioned in the job description, particularly your ability to lead a team and drive service delivery efficiency.
Highlight Relevant Achievements: When detailing your work experience, focus on quantifiable achievements related to CSAT/NPS improvements and SLA adherence. This will show the employer that you have a proven track record in service management.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a managerial role.
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.
✨Know Your ITIL Processes
Since strong knowledge of ITIL processes is crucial for this role, brush up on the key principles and be ready to discuss how you've applied them in previous positions. Highlight any specific improvements you've made in CSAT/NPS scores or SLA adherence.
✨Prepare for Performance Metrics Discussion
Be ready to talk about your experience with KPIs and SLAs. Think of concrete examples where you monitored and improved service performance, and be prepared to discuss how you would approach delivering service performance reports and dashboards.
✨Understand Stakeholder Collaboration
Collaboration with stakeholders is key in this role. Prepare to discuss how you've aligned service delivery with business objectives in the past, and think about how you would approach vendor management and contract negotiations.
