Service Desk Manager
Purpose of the Role
* Lead all field-based activities, with the authority to challenge or change any related tasks.
* Manage customer accounts and scheduling activities, ensuring optimised routes that maximise engineer efficiency and meet/exceed service level agreements.
* Oversee the Service Desk and Field Service teams to ensure operational success.
* Drive customer satisfaction while maintaining a strong focus on health, safety, quality, and colleague engagement.
* Be a proactive, motivated, and customer-focused leader with excellent communication skills
Key Responsibilities for Service Desk Manager
* Work with Operations Director, Senior Management, and Field Teams to plan resources effectively and meet service targets.
* Schedule routes for Field Service Engineers to minimise travel time, maximise productivity, and meet customer expectations.
* Apply engineering best practices to ensure efficient and effective service delivery using root cause methodology.
* Review KPIs, unplanned work, and backlogs to optimise team performance.
* Provide clear communication, feedback, and coaching to Service Desk and Field Service colleagues.
* Deliver direct line management, motivating the team and ensuring best practices and tools are consistently applied.
* Share divisional updates and business communications with Field Service teams.
* Ensure quality control and health & safety requirements are met.
* Produce and analyse performance reports.
* Recommend and implement improvements in scheduling, process efficiency, and cost reduction.
* Lead the development of scheduling strategy and field-based operations.
* Test and implement improvements to scheduling software and related processes.
* Ensure customers consistently receive excellent service delivery across all regions.
Skills & Knowledge Required
* Advanced scheduling knowledge and IT literacy, with a strong interest in technological solutions.
* Analytical and numerate, able to propose flexible alternatives and drive continuous improvement.
* Strong interpersonal and communication skills, with the ability to simplify complex information.
* Highly organised, able to prioritise and meet deadlines under pressure.
* Assertive with the ability to coach, train, and influence others.
* Positive, proactive, and resilient, turning setbacks into opportunities for growth.
* Knowledge of health & safety in the workplace.
* Familiarity with performance management and staff development practices