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Explore our vision: Incredible, effortless recruitment
£40k-£55k
Typical base salary
12 wks
Replacement guarantee
Service mindset
Ask how they've improved response times or user satisfaction.
People leadership
They lead and develop support staff. Look for coaching, not just rota management.
Process and metrics
Probe how they use ITIL-style process and data to improve.
How to run the hire
1. Define the team and scope
Be clear on team size, tooling and service expectations.
2. Score for service and leadership
Weight the ability to lift both the team and the user experience.
3. Source and screen
Approach candidates with relevant service desk leadership experience.
4. Test with a scenario
Use a service failure or backlog scenario to hear their approach.
5. Reference improvement
Confirm they improved service and developed a team.
Fees typically run 15-20% of first-year salary, capped and agreed upfront.
Nothing is due until your hire starts.
Usually 4-8 weeks.
The main variable is how much you weight ITIL and specific tooling experience.
A Service Desk Manager leads the IT support team - managing tickets, staff, processes and service levels - to keep users supported and productive.
They own the experience users have of IT, and drive improvement in speed and quality.
ITIL knowledge helps, especially in larger or more process-driven environments, but a genuine service mindset and people leadership matter more.
We weight both to your context.
Try: How would you cut a growing ticket backlog?
How do you improve user satisfaction?
Tell me about developing a struggling team member. and Which metrics do you watch and why?
Yes, from small internal desks to larger, multi-tier support functions.
We match the candidate's experience to your scale and tooling.
Tell us about your role and a specialist IT recruiter will call you. No fee until your hire starts.
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