We are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation.
IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team.
The Role
Lead, motivate and develop a customer-focused support team
Manage workloads, resources and day-to-day service delivery
Monitor KPIs, service levels and team performance
Act as an escalation point for customer and service issues
Coach team members and support their ongoing development
Build strong relationships with customers and internal stakeholders
Review processes and identify opportunities to improve service and efficiency
Use performance data and customer feedback to drive improvements
Support recruitment and onboarding of new team members
Work closely with other departments to resolve issues effectively About You
About You
Previous experience managing a service desk, helpdesk, customer support or service delivery team
Strong people management and coaching skills
Experience working with KPIs and service levels
Excellent customer service and communication skills
Confident managing escalations and resolving problems
Organised, proactive and able to manage competing priorities
Experience improving processes and team performance
IT or technology sector experience is advantageous but not essential
This is an excellent opportunity for an experienced service-focused manager to join a growing business where you can develop your team and make a real impact on service delivery.
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