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