Service Desk Manager

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

Service Desk Manager

Location: Derby

Salary: Competitive, dependent on experience

Hours: Full-time -Hybrid

We are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation.

IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team.

The Role

• 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 About You

About You

• 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

This is an excellent opportunity for an experienced service-focused manager to join a growing business where you can develop your team and make a real impact on service delivery.