Service Desk Manager Egham £50,000£55,000
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We are currently recruiting for an experienced Service Desk Manager to join a well-established and growing Fire & Security business based in Egham. Due to continued expansion and increasing customer demand, our client is looking to add a driven and highly organised manager to oversee the daily operational performance of their Customer Service Centre.
This is a fantastic opportunity for an experienced operations or service desk professional within the Fire & Security sector to join a forward-thinking business offering long-term stability, progression opportunities, and a collaborative working environment.
Service Desk Manager Package & Benefits
Salary: £50,000 £55,000 per annum (depending on experience) Bonus opportunities Pension scheme Annual leave entitlement Ongoing training & development Long-term progression opportunities Permanent, full-time position Supportive and collaborative working environment Location: Egham (office-based)
Service Desk Manager Role & Responsibilities
Lead and develop Dispatchers/Planners, Retention Specialists, Sales Order Processors, and Contract Administration teams Drive a high-performance culture focused on customer service, operational efficiency, and service quality Manage resource planning to maintain SLA performance and operational consistency Oversee real-time allocation of Fire & Security engineers to reactive service works Ensure emergency and critical system faults are prioritised effectively Monitor live job progression to maintain response times and first-time fix performance Manage the scheduling and coordination of all planned preventative maintenance (PPM) visits Ensure compliance with Fire & Security maintenance standards and servicing requirements Review and manage Service and Install WIP alongside operational teams Identify ageing or stalled jobs and drive resolution with engineers and management teams Ensure accurate job status updates to support reporting, invoicing, and customer communication Support timely billing and invoice processing through completion sign-off and billing coordination Lead customer retention activity including renewals and proactive customer engagement Handle escalated service issues and high-profile customer concerns professionally Oversee accurate sales order processing and contract administration Ensure contract information, SLA details, asset data, and pricing are maintained accurately Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion Identify and implement operational improvements across processes and customer touchpoints Work closely with Regional Service & Install Managers to ensure aligned service delivery Support mobilisation of new contracts and operational change initiatives Ensure compliance with Fire & Security industry standards and regulations
Service Desk Manager Skills & Experience Required
Previous experience within a Fire & Security, Facilities Management, or Service-led environment Strong leadership and team management experience Experience managing dispatch, planning, customer xsngvjr service, or operational support functions Understanding of service delivery KPIs, SLAs, WIP management, and contract administration Excellent organisational and communication skills Ability to manage multiple priorities within a fast-paced environment Strong problem-solving and customer management abilities Proficient with service management systems and operational reporting tools Positive attitude, strong work ethic, and self-motivation
Apply Now
If you are an experienced Service Desk Manager looking for a long-term opportunity within a growing Fire & Security business in Egham, please submit your CV today to be considered.
Keywords
Service Desk Manager, Customer Service Manager, Operations Manager, Service Delivery Manager, Fire & Security Manager, Customer Experience Manager, Dispatch Manager, PPM Coordinator, Contract Administration Manager, Service Operations Manager, SLA Management, WIP Management, Fire & Security Operations, Service Coordination, Customer Retention Manager, Fire & Security Service Delivery