Service Desk Manager

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