Service Desk Manager


MN SDM 4329462


Building & Engineering, Contracts Management, Facilities Management, General & Other, Health & Safety, Other, Other, Other, Project Management, Site Manager, Trades & Labour


£38,000 to £45,000 Per Annum


+ Bens


Victoria, London

Contract Type:


We specialise in the recruitment of high-quality candidates in the Estate & Facilities sector. We have an excellent opportunity for a Service Desk Manager to join a highly established and successful independently owned Cleaning and Support Services company.

This role will champion the need for analysis and drive the use of insight into customer and supplier engagement, and service marketing, to maximise the customer journey. The role will also drive the organisation’s approach to database analysis and service improvement, to test and improve the customer’s offering and to build long term engagement.

Service Desk Manager’s Core Duties

  • Own the end-to-end service desk processes, overseeing 100% of all requests/tickets
  • Work in partnership with stakeholders and customers to ensure support is always available
  • Lead by example, with a passion for delivering great service, keeping calm under pressure
  • Prepare weekly / monthly / quarterly dashboards / reports, scheduled and ad-hoc
  • Monitor Help Desk practices to ensure SLAs meet and exceed their operational needs
  • Establish KPIs, standard and procedures for the Service Desk Team
  • Embed an exceptional competency of FreshWorks and drive changes for improvements
  • Resolve any service delivery issues
  • Improve staff performance by maintaining communication and providing support
  • Review the Service Desk to ensure service is always efficient and effective
  • Manage fluctuations in demand, including resolving conflicting stakeholder needs
  • Resolve complex and contentious issues in a timely and professional manner
  • Demonstrate all systems and web-based products to existing and new clients
  • Ensure customer interactions are always an excellent experience
  • Be responsible for the management and development of staff
  • Ensure the Team has clear expectations and are kept informed about their performance
  • Be actively involved in one to one and/or group training/familiarisation sessions.

Service Desk Manager’s Skills required

  • Highly experienced in engaging, mentoring, and developing a Service Desk team
  • Experienced in managing team capacity and workload, rotas and competing priorities
  • Strong experience of FreshWorks or similar system
  • Solid data analysis, insight and visualisation skills
  • Highly experienced in improving the customer journey
  • Excellent communication skills at all levels

Are you enthusiastic about the Service Desk Manager’s job? Send us your CV in word format today