JOB TITLE: Service Desk Manager
LOCATIONS: London SE10
SHIFT PATTERN: Monday to Friday, 9am to 5pm
SALARY: Competitive
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ROLE OVERVIEW AND PURPOSE
The Service Desk Manager is responsible for leading and developing 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 role is accountable for creating a professional, customer-focused service operation that acts as the central point of coordination for reactive maintenance, planned maintenance, customer communications, engineer scheduling and service performance.
Working closely with Operational Managers, Account Managers and customers, the Service Desk Manager will drive service excellence, improve operational efficiency and support the continued growth of Technical Services through standardised processes, technology and people development.
Key Responsibilities
Service Delivery
- Lead the day-to-day operation of the Technical Services Service Desk.
- Ensure all customer contacts are managed professionally and within agreed service levels.
- Maintain ownership of incident, request and work order management processes.
- Ensure reactive and planned works are coordinated efficiently.
- Monitor service performance against contractual KPIs and SLAs.
- Manage operational escalations and major incidents.
- Ensure effective communication with customers throughout the lifecycle of work orders.
Operational Leadership
- Lead, coach and develop Service Desk Team Leaders and Coordinators.
- Build a high-performing, customer-focused culture.
- Conduct regular one-to-one meetings and performance reviews.
- Identify training and development needs.
- Manage recruitment, succession planning and resource planning.
Customer Experience
- Act as the operational escalation point for customers.
- Build positive working relationships with key stakeholders.
- Monitor customer satisfaction.
- Investigate complaints and implement corrective actions.
- Promote a "customer first" culture across the service desk.
Performance Management
Own the Service Desk KPI dashboard including:
Process Improvement
- Develop and maintain standard operating procedures.
- Standardise service desk processes across all Technical Services contracts.
- Identify opportunities for automation.
- Lead continuous improvement initiatives.
- Support implementation of new technology and systems.
Resource Planning
- Forecast workload and staffing requirements.
- Ensure appropriate shift and rota planning.
- Support business mobilisation for new contracts.
- Develop cross-training plans to improve operational resilience.
Contract Support
Work closely with Contract Support teams to ensure:
Governance & Compliance
Ensure compliance with:
- Client contractual requirements
- Health & Safety procedures
- Information security requirements
- Quality Management Systems
Key Relationships
Internal
- Vice President of Technical Services
- Contract/Account Managers
External
