Service Desk Manager

KFP Total IT Solutions; Abingdon; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading company in retail IT solutions is seeking a proactive Service Desk Manager to lead a team of 20. The role involves managing performance, ensuring customer satisfaction, and collaborating with other departments. The ideal candidate will have strong people management skills and a customer-first mindset.

Benefits

Private Healthcare

Company Sick Pay

Workplace Pension

Recruitment Referral Scheme

Professional Development Opportunities

Social Events

Qualifications

• Proven experience managing a technical service desk.
• Excellent people management skills.
• Strong understanding of IT support processes.

Responsibilities

• Lead and manage a team of Service Desk Analysts and Schedulers.
• Monitor performance against SLAs and KPIs.
• Handle escalations and act as final point of contact.

Skills

People Management

Customer Service

Analytical Skills

Problem Solving

Tools

Autotask

Job description

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Direct message the job poster from KFP Total IT Solutions

We are retail. We specialise in providing in-store retail IT systems, services, solutions, project management & support platforms. With over 25 years of experience, we work with some of the biggest household brand names on the high street in the fashion & hospitality sectors, building close working long-standing partnerships based on trust, expertise, and a mindset to getting the job done.

Our mission is simple – to provide our clients with truly integrated IT solutions that make a real difference to their business, building long-standing relationships so that we can fundamentally understand the needs of our clients.

About the role

We are seeking an experienced and proactive Service Desk Manager to lead our growing team of 20 colleagues across our Service Desk function. This includes direct line management of 4 Service Desk Schedulers and 16 Service Desk Analysts, covering both weekday and 24/7 shift operations.

You will play a crucial role in driving the performance, efficiency, and customer satisfaction of the Service Desk, ensuring service levels are met and continuously improved. You will also work closely with other departments across KFP to support field engineering operations, project rollouts, and business change.

Key Responsibilities

· Lead, coach, and manage a team of Service Desk Analysts and Schedulers across various shift patterns.

· Monitor performance against SLAs and KPIs, ensuring consistent delivery of high-quality technical support.

· Ensure efficient scheduling of Field Engineers and effective ticket resolution processes.

· Foster a culture of continuous improvement and professional development across the team.

· Handle escalations and act as the final point of contact for critical incidents and service disruptions.

· Conduct regular 1:1s, appraisals, and team meetings to provide feedback, drive engagement, and support development.

· Analyse service desk data and trends to improve performance and customer satisfaction.

· Collaborate with senior management and other departments to align service delivery with broader business goals.

· Maintain and update documentation, workflows, and service desk policies in line with best practices and compliance.

Hours of Work:

40 hours per week

Monday – Friday, 08:00 – 17:00 (1-hour unpaid lunch break)

About you

To be successful in this role, you will have:

· Proven experience managing a technical service desk or support team in a fast-paced environment.

· Excellent people management skills with the ability to motivate, coach, and develop a high-performing team.

· Strong understanding of IT support processes, tools (preferably Autotask), and SLA-driven environments.

· A customer-first mindset with a track record of delivering excellent service and handling escalations professionally.

· Exceptional communication and interpersonal skills, capable of working with stakeholders at all levels.

· Strong analytical and problem-solving abilities, with a passion for process improvement.

· Flexibility to support an operation that runs 24/7, including availability for out-of-hours escalations when required.

Why KFP?

As well as a competitive salary, we offer the following benefits:

· Private healthcare (including access to the Bupa Blue app) for you and your dependents after a qualifying period

· Company sick pay

· Workplace pension

· Recruitment referral scheme (£500 per successful referral)

· Excellent professional development opportunities

· Regular team and company social events

These benefits are in addition to statutory benefits such as eye test vouchers and a workplace pension.

Job Type: Full-time

Pay: Up to £40,000.00 per year

Schedule:

• Monday to Friday

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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