At a Glance
- Tasks: Lead a team to deliver exceptional customer service and support in a dynamic environment.
- Company: Join a forward-thinking Managed Services Provider focused on innovation and teamwork.
- Benefits: Competitive salary, professional development, and opportunities for career advancement.
- Other info: Collaborative culture with a focus on continuous improvement and operational excellence.
- Why this job: Make a real difference by enhancing customer experiences and leading a passionate team.
- Qualifications: Experience in IT management, strong leadership skills, and knowledge of Microsoft 365.
The predicted salary is between 36000 - 60000 £ 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 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
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Zenzero. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Zenzero before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Zenzero:Your cover letter is your chance to shine! Tell us why you want to work at Zenzero specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Zenzero!
How to prepare for a job interview at Zenzero
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
