About the Role
Are you a people-focused leader who thrives in fast-paced, customer-driven environments? We're looking for a Head of Service Desk to join our award winning client on a permanent basis to lead their talented Service Desk teams and ensure the delivery of exceptional customer support.
In this key role, you'll oversee the day-to-day running of a 24/7 Service Desk, making sure customer SLAs and KPIs are met and exceeded: inspiring and coaching the team leaders and support staff, driving continuous improvement, and ensuring the smooth delivery of services to customers.
You'll act as a trusted point of escalation, keeping calm under pressure, communicating clearly, and helping your teams find solutions quickly and efficiently. You'll play a key part in shaping how our client delivers outstanding service.
What you'll be doing
* Lead, motivate, and develop the Service Desk teams to deliver top-tier support.
* Ensure SLAs and KPIs are consistently achieved.
* Manage rotas and workloads to keep 24/7 coverage running smoothly.
* Drive process improvements and promote a culture of continuous learning.
* Provide regular reporting and insight to senior leadership.
* Support new contract transitions and key operational initiatives.
What we're looking for
* Proven experience managing a busy 24/7 Service Desk.
* Strong leadership, communication, and organisational skills.
* Passionate about customer service and team development.
* Skilled at problem-solving, prioritising, and staying calm under pressure.
* ITIL v4 certification (or equivalent experience) is essential.
Salary & Benefits
Salary will be circa 50-55k dependant on experience, plus excellent benefits including 34 days holiday per year (including bank holidays), private healthcare insurance, group income protection & life assurance.
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