Service Desk Manager Salary: £45,000 - £50,000/annum
Job Location:St Ives
Job Type: Permanent
About the role
We are looking for a proactive and results driven Service Desk Manager to oversee the smooth operation of our CAFM Service Desk. The successful candidate will be responsible for managing a high performing team, ensuring KPIs and SLAs are consistently met, and driving service excellence. You will also play a pivotal role in identifying and implementing process improvements to enhance the overall performance of the service desk.
What youll be getting up to
Provide effective leadership, guidance and line management for the service desk team.
Conduct regular one-to-one meetings, performance reviews and training to support team development.
Create a collaborative and high-performing team environment that encourages accountability and ownership.
Monitor and ensure KPIs and SLAs are consistently achieved for allocated customer accounts.
Proactively address performance issues, implementing corrective actions where necessary to maintain service excellence.
Act as an escalation point for complex or high-priority client issues, ensuring prompt resolution to operational issues.
Prepare and deliver weekly reports on service desk statistics, including call volumes, resolution times and client satisfaction.
Provide insights and recommendations to improve to the Operations Director based on data analysis.
Track and report on trends, identifying recurring issues and areas for improvement.
Identify inefficiencies in service desk operations and present actionable solutions to the Operations Director.
Implement process improvements to enhance team productivity, service quality and client satisfaction.
Stay updated on industry best practices and incorporate them into service desk processes where appropriate.
Build strong relationships with customer accounts.
Collaborate with internal teams to ensure seamless service delivery and alignment with client expectations.
Regularly communicate with stakeholders to keep them informed of service desk performance and initiatives.
Achievement of SLA targets for response and resolution times.
Report on high levels of client satisfaction and retention.
Consistent delivery of accurate and timely weekly reports.
Successful implementation of process improvements.
Positive team engagement and performance metrics.
What we're looking for
The ideal candidate for this role will demonstrate behaviours that reflect our core values. Our colleagues are approachable and optimistic, focussing on solutions. We listen to understand client needs, delivering expert guidance and high-quality service. We foster collaboration by sharing knowledge openly and supporting others to thrive by sharing well-considered feedback. We continuously strive for improvement by being open to challenge, being curious and focussing on innovation.
We are looking for someone who is honest, authentic and trustworthy, with strong leadership and line management skills to inspire and motivate teams. The ideal candidate will have excellent communication and interpersonal abilities, a client focused mindset, strong analytical skills to interpret data and a proactive approach to problem solving. If you're driven by a passion for making a real impact, have a knack for driving innovation and thrive in a dynamic, fast paced environment, we want you to join our team and be part of our exciting journey towards success!
Essential Criteria
Familiarity with service desk tools and reporting systems.
Minimum of 5 years experience managing a service desk.
Experience working in a customer focused environment.
Knowledge of property management / facilities management or related industries is an advantage.
Strong understanding of process improvement and SLA management.
Excellent communication and stakeholder management skills.
Experience managing dashboards and reporting tools.
Excellent IT skills (Excel, Word, PowerPoint plus the ability to work with numerous ancillary management platforms).
Good interpersonal skills.
Ability to work on own initiative and pro-active approach to problem solving.
Strong written and verbal communication abilities.
Self-motivated.
Resilient in challenging situations.
Why join us?
We put people firstwhether its our customers or our colleagues. When you join us, youll be part of a supportive team that values collaboration, innovation, and professional growth. Well give you the tools and opportunities to succeed, while ensuring you feel valued every step of the way.
Our benefits
We aim to support our colleagues both professionally and personally. Heres a snapshot of what we offer:
Salary: £45,000 to £50,000 per annum
Location: Based at our St Ives office, some travel will be required (likely through attending meetings at our Bromsgrove or London offices)
Working Pattern: Monday to Friday 08:30am 5.00pm
Annual Leave: 25 days of annual leave, plus bank holidays.
Wellbeing Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
Financial salary sacrifice pension scheme and exclusive shopping discounts
Family we enhance statutory entitlements for family leave policies
Community volunteer days and religious holiday swaps
Social we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
Development well cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library
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