We are currently recruiting for a hands-on Service Desk Manager to lead a busy and fast-paced service desk team. This is an excellent opportunity for an experienced professional who thrives in a dynamic environment and has a passion for organisation, leadership, and delivering excellent service.
Salary: £45,000
Location: West London
Job Type: Full-time, Office-based
Service Desk Manager Responsibilities
You will be responsible for managing a team of administrators and overseeing the day-to-day operations of the service desk. Your role will be pivotal in coordinating with engineers, managing diaries in line with customer requirements, maintaining strong client relationships, and ensuring the delivery of agreed KPIs.
Leading and managing a team of service desk administrators
Coordinating engineer schedules to meet customer needs
Key account management and client liaison
Producing monthly reports and performance metrics
Ensuring service levels and KPIs are consistently met
Identifying and implementing process improvements
Acting as a key point of contact between clients and internal teamsRequirements
Excellent communication skills – both verbal and written
Extremely organised with strong attention to detail
Previous experience managing a busy service desk or operations team
A confident and pragmatic approach to problem-solving and team management
Security industry background (preferred, but not essential)
Comfortable working in a fast-paced environment with multiple prioritiesIf you're a proactive, results-driven professional looking to take ownership of a critical function within a growing company, we’d love to hear from you