Service Desk Leader: Build, Coach & Elevate Support Teams

TurnerFox Recruitment; East Midlands; Presencial; GBP 45.000 - 60.000; Jornada completa

Descripción de la vacante

TurnerFox Recruitment is seeking an experienced Service Desk Manager to lead and develop a busy, customer-focused support team within a growing organisation. You will focus on delivering high-quality service, coaching staff, and driving improvements in performance and customer satisfaction.

With strong people management skills and a track record of managing service delivery, you will monitor KPIs, escalate issues, and collaborate with other departments to resolve complex problems and optimise

Formación

• Experience leading a service desk, helpdesk, customer support or service delivery team.
• Strong people management and coaching skills.
• Experience working with KPIs and service levels.

Responsabilidades

• 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 ongoing development.
• Build 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.
• Collaborate with other departments to resolve issues effectively.

Conocimientos

People management

Coaching

KPIs

Customer service

Communication

Escalation handling

Prioritization

Process improvement

Stakeholder management

Descripción del empleo

TurnerFox Recruitment is seeking an experienced Service Desk Manager to lead and develop a busy, customer-focused support team within a growing organisation. You will focus on delivering high-quality service, coaching staff, and driving improvements in performance and customer satisfaction.

With strong people management skills and a track record of managing service delivery, you will monitor KPIs, escalate issues, and collaborate with other departments to resolve complex problems and optimise