Service Desk Manager

TurnerFox Recruitment; East Midlands; Sur place; GBP 45 000 - 60 000; Plein temps

Résumé du poste

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

Qualifications

• 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.

Responsabilités

• 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.

Connaissances

People management

Coaching

KPIs

Customer service

Communication

Escalation handling

Prioritization

Process improvement

Stakeholder management

Description du poste

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

• 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.