Service desk manager

My client is seeking an experienced and proactive Service Desk Manager to lead their growing team of 20 colleagues across our Service Desk function. This includes direct line management of 4 Service Desk Schedulers and 16 Service Desk Analysts, covering both weekday and 24/7 shift operations.

You will play a crucial role in driving the performance, efficiency, and customer satisfaction of the Service Desk, ensuring service levels are met and continuously improved. You will also work closely with other departments across the business to support field engineering operations, project rollouts, and business change.

• Lead, coach, and manage a team of Service Desk Analysts and Schedulers across various shift patterns.
• Monitor performance against SLAs and KPIs, ensuring consistent delivery of highquality technical support.
• Ensure efficient scheduling of Field Engineers and effective ticket resolution processes.
• Foster a culture of continuous improvement and professional development across the team.
• Handle escalations and act as the final point of contact for critical incidents and service disruptions.
• Conduct regular 1:1s, appraisals, and team meetings to provide feedback, drive engagement, and support development.
• Analyse service desk data and trends to improve performance and customer satisfaction.
• Collaborate with senior management and other departments to align service delivery with broader business goals.
• Maintain and update documentation, workflows, and service desk policies in line with best practices and compliance.

Hours of Work:

40 hours per week

Monday - Friday, 08:00 - 17:00

About you

To be successful in this role, you will have:

• Proven experience managing a technical service desk or support team in a fastpaced environment.
• Excellent people management skills with the ability to motivate, coach, and develop a high-performing team.
• Strong understanding of IT support processes, tools (preferably Autotask), and SLA-driven environments.
• A customer-first mindset with a track record of delivering excellent service and handling escalations professionally.
• Exceptional communication and interpersonal skills, capable of working with stakeholders at all levels.
• Strong analytical and problem-solving abilities, with a passion for process improvement.
• Flexibility to support an operation that runs 24/7, including availability for out-ofhours escalations when required.

As well as a competitive salary, we offer the following benefits:

• 25 days' holiday plus bank holidays
• Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period
• Life assurance
• Company sick pay
• Workplace pension
• Recruitment referral scheme (£500 per successful referral)
• Excellent professional development opportunities
• Regular team and company social events