Hybrid Service Desk Manager: Grow a High-Impact Team

TurnerFox Recruitment; Derby; Hybrid; GBP 42,000 - 62,000; Full time

Job summary

TurnerFox Recruitment in Derby seeks an experienced Service Desk Manager to lead a busy, customer-focused support team and drive service excellence. You will develop staff, manage day-to-day delivery and build strong relationships with customers and internal stakeholders.

The role demands effective people management, KPI visibility and a proactive approach to process improvements, with hybrid, full-time hours and opportunities to shape service delivery.

Qualifications

• 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.

Responsibilities

• 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.

Skills

People management

Coaching

Customer service

Communication skills

Escalation handling

Job description

TurnerFox Recruitment in Derby seeks an experienced Service Desk Manager to lead a busy, customer-focused support team and drive service excellence. You will develop staff, manage day-to-day delivery and build strong relationships with customers and internal stakeholders.

The role demands effective people management, KPI visibility and a proactive approach to process improvements, with hybrid, full-time hours and opportunities to shape service delivery.