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Service Desk Manager

Lancer Scott -
Bristol

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Job details

Full-time
£40,000 a year

Qualifications

Management
Customer service
Leadership
Help desk

Full job description

Why work for us?

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol and have enjoyed significant success, particularly in the last 4 years with turnover increasing from £56 million in 2020 to £125 million in 2025.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth, you should apply today and let’s talk.

Job Details

To lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. The role is responsible for overseeing the performance of Helpdesk teams, ensuring customer enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards, and contractual requirements. As our Helpdesk Manager you will develop team capability through effective leadership, coaching, training, and upskilling initiatives, ensuring Team Leaders and their teams are equipped to deliver exceptional customer service. The role will also drive continuous improvement by reviewing, evaluating, and enhancing business processes, ensuring changes are communicated effectively and successfully implemented across the operation. In this role you will foster a culture of accountability, collaboration, and continuous development to support both business objectives and customer satisfaction.

What will be my core responsibilities?

Leadership and People Management

Provide effective leadership, direction, and support to a team of six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability, and continuous improvement.
Conduct regular one-to-one meetings and monthly performance reviews with Team Leaders, setting clear objectives, monitoring performance against agreed KPIs, and identifying development opportunities.
Support succession planning and talent development by identifying training needs and implementing development plans across the Helpdesk function.

Operational Management

Support Team Leaders to maintain appropriate oversight of their teams, monitoring performance, quality, productivity, and customer satisfaction.
Workforce planning and resource management, ensuring appropriate staffing levels and Helpdesk coverage are maintained to meet customer demand, operational requirements, and service level commitments.
Monitor service performance against contractual obligations, KPIs, SLAs, and customer expectations, implementing corrective actions where required.

Process Governance and Continuous Improvement

Take overall responsibility for ensuring operational processes, procedures, and policies are consistently followed by Helpdesk teams and Out of Hours providers.
Review and evaluate existing processes to identify opportunities for efficiency improvements, service enhancements, and risk reduction.
Use management information, performance data, customer feedback, and trend analysis to drive continuous improvement

Stakeholder Management

Build and maintain strong working relationships with Account Managers and Account Directors, acting as a key operational contact for service delivery matters.
Work collaboratively with Account Managers to ensure customer requirements are understood and operational delivery aligns with contractual commitments.
Support client meetings, service reviews, audits, and business reviews as and when required.

Out of Hours (OOH) Provider Management

Manage the operational relationship with Out of Hours service providers, ensuring service delivery meets agreed standards and contractual requirements.
Identify and address performance issues promptly, implementing improvement plans where necessary

What skills and experience do I need to be successful in this role?

Proven experience managing Helpdesk, Service Desk, Customer Service or Operational Support teams within a similar business.
Strong leadership and influencing skills.
Excellent communication, able to influence and engage across a broad spectrum of stakeholders
Analytical and data-driven decision making approach.
Able to manage multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
Ability to lead a team in a rapidly changing environment

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.

Building Communities at Lancer Scott

At Lancer Scott, we’re committed to giving back through hands-on support, funding, and partnerships that create lasting impact. We've helped deliver projects like East Street Mews, providing housing for young homeless people, and revitalised community spaces such as the East Looe Hub and a Scouts hut in Gloucestershire. Our partnership with Community of Purpose enables us to support initiatives like the Bristol Young Heroes Awards and the Break Free Programme, giving young people opportunities to thrive.

Join us at Lancer Scott, where your work helps strengthen communities.

Apply Now

Refine Your Search

success manager jobs in fishponds, bst

Service Desk Manager

Customer Experience Manager

Account Manager

Team Leader

Business Development Manager (BDM) - Bath - Circa 41k Basic - 53k OTE Uncapped

Customer Operations Manager

Customer Success and Retention Director (SaaS)

Strategic Account Manager

Account Manager - Broker Partnerships

Customer Experience Manager

Account Manager II

Senior Account & Channel Manager

Inside Sales Manager

Senior Client Experience Manager / Senior Account Manager

Key Account Manager

Business Development Executive

Customer Retention & Upsell Specialist

Partnerships & Client Care Coordinator

EMEA Account Manager

Snr Customer Care & Resolutions Specialist

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