Job Description
Our client are looking for a motivated Service Desk Manager to lead our Service Desk team and help drive our commitment to excellence even further.
The Role: As Service Desk Manager, you’ll lead the delivery of contracted maintenance services, ensuring we meet and exceed client expectations. You’ll manage and develop your team, resolve escalated issues, and continuously look for ways to improve our processes, efficiency, and quality of service.
You’ll play a key role in strengthening client relationships and identifying opportunities to grow our service offering.
What You’ll Do: • Always professional and client-focused
. • Ensure all services are delivered to agreed standards, following company processes and meeting all SLAs. • Customer Service Excellence, Ensure the service desk meets customer service expectations.
Identify areas for improvement in service delivery and implement procedures to improve efficiency
. • Lead and motivate the Service Desk team, fostering open communication and a positive culture.
• Take ownership of escalated incidents, ensuring prompt resolution and clear communication.
• Monitor and report on departmental KPIs and SLAs, driving continuous improvement.
• Hold regular meetings with key clients to review performance and identify new business opportunities.
• Keep the team up to date with procedures and goals, and champion improvements in efficiency and quality. • Report monthly on maintenance revenue and costs, and plan future resource needs.
• Support the growth of our client base by developing relationships and identifying new service opportunities. • Act as a liaison between the service desk and other teams, communicating SLAs and ensuring alignment with organisational goals.
• Be an active member of the senior leadership team, supporting wider business objectives.
• Oversee the service management system including its continuous development and process management. • Carry out any other duties as required by the Operations Director.
What You’ll Bring:
Proven experience managing a Service Desk or similar team in a technical or service-focused environment.
Strong leadership and people management skills. A proactive, solutions-focused mindset.
Excellent communication skills and a passion for delivering outstanding customer service.
The ability to build strong relationships with clients and internal teams alike.