Service Desk Manager Egham £50,000£55,000
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)
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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