At a Glance
- Tasks: Lead a dynamic team to deliver exceptional customer service and support.
- Company: Join a forward-thinking Managed Services Provider with a focus on innovation.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Collaborative culture with opportunities for growth and learning in the tech industry.
- Why this job: Make a real difference in customer satisfaction while developing your leadership skills.
- Qualifications: Experience in IT support and strong team management skills required.
The predicted salary is between 40000 - 50000 £ per year.
The Service Pod Manager role is a critical role that oversees and ensures the effective operation of the Service Pod(s) and, as a result, the service provided to our customers. You will be responsible for ensuring exceptional levels of support and service are provided to customers in accordance with defined KPIs, SLAs and with a focus on positive customer outcomes. You will ensure the team communicates with customers using appropriate channels, whilst ensuring all communications, ticket notes and time entries meet our quality standards. You will be working with other Service Pod Managers to ensure collaborative and effective service delivery is achieved and maintained across all Service Pods.
Job Requirements:
- Working for a Managed Services Provider (MSP, or MSSP).
- People/Line Management.
- Technical experience to at least a 2nd line level.
- Knowledge and technical understanding of Microsoft 365 and general business IT systems.
- Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask.
- Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s, incident Management, Service Request Fulfilment and Change Management.
- Ability to demonstrate excellent troubleshooting skills.
- Ability to demonstrate strong team working and team leadership skills.
Job Responsibilities:
- Manage and control the service pod and ensure that all operational requirements are delivered.
- Ensure that staffing levels are maintained throughout operational hours and adequately resourced to reflect peaks and troughs in the workload.
- Ensure the Service Pod is aware of changes and the potential effects on delivery of services.
- Take direct responsibility for all service pod staff and advise and mentor them as required.
- Help monitor and review performance targets, produce and report on performance matrix, etc.
- Provide input and help to improve the development of the resource models, assist the Service Manager(s) in operational planning and in managing budgets that cover areas such as training, recruitment and infrastructure.
- Represent the Service Pod at meetings.
- Assist with staff training and business awareness.
- Communicate and form good working relationships with senior management.
- Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring and reviews.
- Being responsible for ensuring information and time entries are accurately recorded in the service management tool and that they meet our standards.
- Co-ordinating with other teams and third parties to ensure that service outages or other activities are correctly communicated to the business and/or affected users.
- Work with the Service Assurance team to ensure Change Control and Problem Management processes are followed.
- Develop and maintain knowledge and skills and keep up to date with new processes, procedures and developments in the IT industry.
Service Desk Manager in Leeds employer: Zenzero
Zenzero is an exceptional employer that prioritises a people-first culture while delivering innovative IT solutions. With recognition as the Nationwide Managed IT Services Company of the Year 2024, employees benefit from a dynamic work environment in the Midlands, where they can grow their careers through meaningful projects and collaboration with talented professionals. The company fosters continuous learning and development, ensuring that team members are equipped to excel in their roles and contribute to the success of both clients and the organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Leeds
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work in Managed Services. A friendly chat can lead to insider info about job openings that aren't even advertised yet.
✨Tip Number 2
Show off your skills! When you get the chance to meet potential employers, whether at a networking event or an interview, be ready to discuss your technical experience with Microsoft 365 and ITIL practices. Real-life examples of your troubleshooting skills will make you stand out.
✨Tip Number 3
Don’t just apply anywhere—apply through our website! We love seeing candidates who are genuinely interested in joining our team. Tailor your application to highlight your leadership and team management experience, as these are key for the Service Pod Manager role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great opportunity to reiterate why you’re the perfect fit for the Service Pod Manager position.
We think you need these skills to ace Service Desk Manager in Leeds
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Service Desk Manager role. Highlight your experience with ITIL, Microsoft 365, and any ITSM tools you've used. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about providing exceptional customer service and how your leadership experience can benefit our Service Pod. Keep it engaging and relevant!
Showcase Your Teamwork Skills:Since collaboration is key in this role, make sure to mention specific examples of how you've worked effectively in teams. We love seeing candidates who can demonstrate strong team leadership and communication skills!
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Zenzero
✨Know Your Stuff
Make sure you brush up on your technical knowledge, especially around Microsoft 365 and ITIL practices. Be ready to discuss your experience with ITSM tools like ConnectWise or ServiceNow, as this will show you’re well-prepared for the role.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate strong team leadership. Prepare examples of how you've successfully managed teams in the past, focusing on how you’ve mentored staff and improved team performance.
✨Understand KPIs and SLAs
Familiarise yourself with key performance indicators and service level agreements relevant to the role. Be prepared to discuss how you’ve met or exceeded these in previous positions, as this will highlight your commitment to exceptional customer service.
✨Communication is Key
Think about how you communicate with both customers and your team. Prepare to share examples of how you’ve effectively communicated changes or issues in the past, ensuring everyone was kept in the loop and that service delivery remained smooth.
