Job Description
* Service Desk Supervisor/Manager
* Location: Stevenage
* Contract: Full-Time, 12-month Fixed Term Contract
* Start Date: Ideally within the next 4–6 weeks
My client is seeking an experienced Service Desk Supervisor / Manager to lead their Service Desk function on a 12-month fixed-term basis. This role is crucial for maintaining high standards of service delivery and effective management of their service operations.
Day-to-Day of the Role:
* Provide day-to-day supervision and support to the Service Desk team, ensuring hands-on involvement in operations.
* Oversee service diary scheduling, coordinate jobs and engineers, and act as the main point of contact for escalations.
* Handle complex or high-priority service issues directly, resolving them efficiently and professionally.
* Ensure the Service Desk is appropriately manned, managing cover for holidays and peak workload periods.
* Process quotations, raise jobs, issue purchase orders, and close jobs, ensuring accuracy and consistency.
* Monitor service performance, standards, and workflows, ensuring all tasks are completed to a high standard.
* Support and coach Service Desk Coordinators to ensure consistent service delivery.
* Maintain strong communication with engineers, customers, and internal stakeholders.
* Ensure systems, records, and service documentation are kept accurate and up to date.
Required Skills & Qualifications:
* Proven experience supervising or managing a service desk or service coordination team.
* Strong organisational and diary-management skills.
* Confident, professional communication style.
* Ability to prioritise workloads and respond effectively to changing demands.
* High attention to detail and a structured approach to processes.
* Good IT aptitude and confidence working with internal systems.
* Experience in service, engineering, construction, or hospitality environments is preferred but not essential.
Benefits:
* Support from an award-winning team, allowing you to focus on your role.
* Modern, vibrant offices in Stevenage with free parking and proximity to the train station.
* 20% discount on EE phone contracts & SIMs.
* Cycle-to-work scheme.
* Wellbeing Employee Assistance Programme.
* Company pension & life insurance.
* Competitive holiday allowance including Bank Holidays.