Service Desk Manager

Location: Manchester (Hybrid)

 

We’re a specialist creative, digital and communications agency and we’re looking for someone to oversee our technical service desk. 

As our development team continues to grow, we’ve created this new role to help streamline our digital project management process, making it simpler for clients and our team to get work done. 

We have a large variety of clients who we support with systems and software. You’ll be managing the incoming service desk, triaging enquiries to the right team members and liaising with clients so they’re not left hanging.  Some issues you might resolve yourself, others you’ll pass over to a developer, but either way you’ll use your initiative to prioritise work. You’ll also be responsible for maintenance support including uptime monitoring, server performance and security. 

About you

Here’s the thing – this is a new role so we don’t need you to fill someone else’s boots. We’re open to different experience levels and skills, but you should definitely be a natural communicator and confident to liaise with clients in sometimes challenging situations. You’ll need to be a quick learner and be able to think on your feet, solving problems on the fly. 

You might be in a similar role now.  If you are, this is your opportunity to shape this new role and help guide how we manage ongoing digital support requests. Or you might be looking for a new challenge in a technical support role, and if that’s you, we’ll help you develop the skills you need to flourish.  Either way, you’ll have the opportunity to work on your own technical skills to be able to complete support tickets independently, building on your knowledge in a practical way every day.

Skills

You’ll definitely need:

  • Knowledge of how the internet, websites and applications function (including domains, DNS and server technologies).

Other than that, you might have some of the following:

  • Experience in a project management role
  • Experience with online software including project management tools
  • Experience working with developers
  • Experience working directly with clients
  • Practical experience with server technologies 
  • Experience with triaging a support desk.

About us

We’re a team of 12, working with HR leaders to help solve a wide range of challenges. As an example, we design and develop learning technology solutions to help organisations up-skill and re-skill their employees in a more friendly, digital and accessible way.  We also develop web-based tools to help organisations make better decisions on everything from budget allocation to learning content development, and how to improve their employees’ experience.  

We work hard as a team, putting our heart and soul into every project. Everyone understands the objectives behind each brief and every solution, which means the whole team can take pride in the finished article, as well as their area of expertise. 

Why join us

We’re a small team but we pack a punch.  We thoroughly enjoy the work we do and there’s a genuine connection between all our colleagues.  We also put our people first.  We offer:

  • 20 days holiday plus bank holidays and between Christmas and New Year
  • Regular training opportunities
  • Quarterly team events 
  • Recognition awards
  • Pension scheme
  • Well-being activities (we’re currently on a virtual European tour)
  • Friday challenges (creative, sports, crafts, games… be prepared because anything goes)
  • Relaxed office environment

 

To apply, send your CV and a covering letter explaining what interests you about the role and our work, to [email protected]