Service Desk Manager

2gether Support Solutions; England; On-site; GBP 35,000 - 45,000; Full time

Job summary

A healthcare service provider based in Kent is looking for a Service Desk Manager to oversee a team and ensure high customer satisfaction. The role involves managing team performance, service improvements, and handling shifts, including weekends and evenings. Ideal candidates should have strong management experience in a multi-service environment and customer-focused skills.

Benefits

26 days annual leave plus bank holidays

Company Pension

Onsite childcare facilities

Staff discounts and wellbeing platform

Access to the blue light card

Training and development opportunities

Qualifications

• Experience managing a business unit is essential.
• Practical experience of conducting quality audits required.
• Management experience in a complex multi-service environment.

Responsibilities

• Manage the Service Desk team and staff effectively.
• Identify and implement service improvements.
• Conduct performance reviews and appraisals.

Skills

Analytical skills

Problem-solving skills

Leadership

Customer service

Ability to manage multiple priorities

Education

Diploma level, working towards Degree Level

Job description

Overview

2gether Support Solutions is a Facilities and Estates services company providing support to healthcare professionals caring for over 2000 patients daily across multiple East Kent hospital sites. 2gether provides vital services including maintenance, cleaning, catering, procurement, logistics and much more.

We have an exciting opportunity to join us as a Service Desk Manager, based at Kent and Canterbury Hospital on a full time, permanent basis. As the service desk manager, you will be accountable for ensuring the highest level of customer care and satisfaction at all times to both 2gether Support Solutions colleagues and East Kent Hospitals University NHS Foundation Trust staff. A busy and varied environment, the team currently handle approximately 31,000 calls per week. As someone with excellent analytical and problem-solving skills, you will be responsible for dealing with incidents and issues raised requiring clarification of any service desk process. You will develop and plan the future improvement of the service desk function and be responsible for ensuring all ancillary services that interface with the service desk e.g. business continuity, emergency planning or IT etc have up to date processes and procedures, ensuring all are implemented and adhered to. The role will be responsible for the leadership of a team of up to 35 - 40 colleagues, ensuring all service delivery KPIs are being met.

Due to the nature of the service covering a 24/7 period, you will be required to work a shift pattern: 37.5 hours per week Monday to Friday, with the requirement to occasionally work weekends and evenings / nights to support the service desk team.

The role

• To manage the Service Desk team, ensuring effective service provision to 2gether and EKHUFT whilst delivering team efficiency and measuring performance (working to KPIs and SLAs).
• Identify and implement changes arising from performance data, whilst identifying service improvements and changes. Developing and maintaining formal procedures for consistency and productivity.
• Review, monitor and revise policies and procedures for the Service Desk alongside 2gether and EKHUFT staff.
• Monitor service desk activity levels and provide data on trends, reporting statistics and any other management information required.
• Undertake effective resource management across the team, reviewing the team composition in line with forecast work requirements, making changes as appropriate to maximise performance, motivation and effectiveness.
• Staff management of the team, including conducting appraisals, absence management and training and development.
• Manage Service Desk budget as agreed with the Head of Facilities.
• Participate in an on-call rota to support facilities services via telephone or on-site.

The person

• Ideally educated to Diploma level, working towards Degree Level (or equivalent experience).
• Management experience in a complex multi service environment.
• Experience managing a business unit, responsible for delivering customer service and compliance with policies and legislation.
• Practical experience of conducting quality audits to monitor client / customer satisfaction, with a strong customer focus.
• Ability to balance multiple priorities simultaneously, adapting to the changing needs of the business whilst meeting deadlines.
• Ability to consistently achieve via their team service delivery requirements, including KPIs.

What we offer

• 26 days annual leave increasing to 28 days after 3 years + bank holidays with the opportunity also to buy or sell leave.
• Company Pension
• Onsite childcare facilities
• Blink- Staff communications app
• Viv up- Staff discounts & wellbeing platform
• Discounted food in canteen
• Access to the blue light card

• Discounted travel, accommodation, airport parking, holidays, skiing and travel extras
• Subsidised bus pass
• Health and beauty, gifts, toys, fashion and entertainment
• Training and development opportunities including BICS and functional skills training

Bringing a valid form of photo identification is required for your interview. Unfortunately, we will be unable to proceed if you do not provide an acceptable form of ID

Social values are at the core of 2gether Support Solutions. We are committed to fostering a diverse and inclusive workforce that truly represents our local communities. We welcome applications from individuals of all backgrounds, abilities, and experiences. As a Disability Confident employer, we actively encourage and support candidates with disabilities throughout the recruitment process and beyond, ensuring equal opportunities for all.