# Service Desk Manager **Company**: ABM UK **Location**: London **Work arrangement**: onsite **Experience**: senior **Job type**: full-time **Salary**: Competitive **Category**: IT **Industry**: Facilities Management **Apply**: https://jobs.workable.com/view/sj7JPosNgmjBget2Bh1pNd/service-desk-manager-in-london-at-abm-uk?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply **Canonical**: https://yubhub.co/jobs/job_f2428e7f-582 ## Description We are seeking an experienced Service Desk Manager to lead and develop the Technical Services Service Desk, ensuring the consistent delivery of high-quality customer service, operational coordination, and contract support across multiple clients and business units. The successful candidate will be responsible for: **Service Delivery** - Leading the day-to-day operation of the Technical Services Service Desk - Ensuring all customer contacts are managed professionally and within agreed service levels - Maintaining ownership of incident, request, and work order management processes - Coordinating reactive and planned works efficiently - Monitoring service performance against contractual KPIs and SLAs - Managing operational escalations and major incidents - Ensuring effective communication with customers throughout the lifecycle of work orders **Operational Leadership** - Leading, coaching, and developing Service Desk Team Leaders and Coordinators - Building a high-performing, customer-focused culture - Conducting regular one-to-one meetings and performance reviews - Identifying training and development needs - Managing recruitment, succession planning, and resource planning **Customer Experience** - Acting as the operational escalation point for customers - Building positive working relationships with key stakeholders - Monitoring customer satisfaction - Investigating complaints and implementing corrective actions - Promoting a "customer first" culture across the service desk **Performance Management** - Owning the Service Desk KPI dashboard, including call answer performance, response times, SLA compliance, work order completion, customer satisfaction, engineer utilisation, backlog management, aged jobs, and escalation trends **Process Improvement** - Developing and maintaining standard operating procedures - Standardising service desk processes across all Technical Services contracts - Identifying opportunities for automation - Improving CAFM workflows - Leading continuous improvement initiatives - Supporting the implementation of new technology and systems **Resource Planning** - Forecasting workload and staffing requirements - Ensuring appropriate shift and rota planning - Supporting business mobilisation for new contracts - Developing cross-training plans to improve operational resilience **Contract Support** - Working closely with Contract Support teams to ensure purchase orders, quotations, WIP management, customer reporting, compliance documentation, and financial administration **Governance & Compliance** - Ensuring compliance with company policies, client contractual requirements, health and safety procedures, information security requirements, and quality management systems The ideal candidate will have: - Experience managing a busy Service Desk, Helpdesk, or Customer Service operation - Experience leading multi-disciplinary teams - Strong knowledge of CAFM systems - Experience managing KPI and SLA performance - Experience within Facilities Management, Building Services, or Engineering - Experience delivering operational change - Excellent stakeholder management skills - Strong analytical and reporting capability Desirable skills include: - ITIL Foundation or equivalent Service Management qualification - Experience of Maximo, Concept, CAFM Explorer, or similar CAFM platforms - Knowledge of ISO 9001 and continuous improvement methodologies - Prince2 or Lean qualification We offer a range of benefits, including: - 24/7 GP access for you and your immediate family - Mental health support and life event counselling - Get Fit programme - Financial and legal support - Cycle to work scheme - Access to Perks at Work, our innovative employee app ## Skills ### Required - CAFM systems - KPI and SLA performance management - Facilities Management - Building Services - Engineering - stakeholder management - analytical and reporting ### Nice to have - ITIL Foundation - Maximo - Concept - CAFM Explorer - ISO 9001 - continuous improvement methodologies - Prince2 - Lean qualification --- Source: [Apply at jobs.workable.com](https://jobs.workable.com/view/sj7JPosNgmjBget2Bh1pNd/service-desk-manager-in-london-at-abm-uk?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)