Service Desk Manager

Layka Recruitment; Isleworth; On-site; GBP 38,000 - 45,000; Full time

Job summary

A leading recruitment agency is seeking a Service Desk Manager to oversee a busy service desk team in West London. This full-time role involves managing day-to-day operations, coordinating with engineers, and ensuring strong client relationships. Candidates should have excellent communication skills, experience in team management, and a proactive approach to problem-solving. This is a great opportunity for individuals looking to excel in a dynamic environment.

Qualifications

• Proven experience managing a busy service desk or operations team.
• Ability to thrive in a fast-paced environment.
• Strong confidence in team management.

Responsibilities

• Manage a team of administrators and service desk operations.
• Coordinate engineer schedules to meet customer needs.
• Produce monthly reports and performance metrics.
• Ensure service levels and KPIs are met.

Skills

Excellent communication skills

Organisational skills

Problem-solving skills

Attention to detail

Job description

Overview

We are currently recruiting for a hands-on Service Desk Manager to lead a busy and fast-paced service desk team. This is an excellent opportunity for an experienced professional who thrives in a dynamic environment and has a passion for organisation, leadership, and delivering excellent service.

Salary: £45,000

Location: West London

Job Type: Full-time, Office-based

Responsibilities

• You will be responsible for managing a team of administrators and overseeing the day-to-day operations of the service desk. Your role will be pivotal in coordinating with engineers, managing diaries in line with customer requirements, maintaining strong client relationships, and ensuring the delivery of agreed KPIs.
• Leading and managing a team of service desk administrators
• Coordinating engineer schedules to meet customer needs
• Key account management and client liaison
• Producing monthly reports and performance metrics
• Ensuring service levels and KPIs are consistently met
• Identifying and implementing process improvements
• Acting as a key point of contact between clients and internal teams

Requirements

• Excellent communication skills - both verbal and written
• Extremely organised with strong attention to detail
• Previous experience managing a busy service desk or operations team
• A confident and pragmatic approach to problem-solving and team management
• Security industry background (preferred, but not essential)
• Comfortable working in a fast-paced environment with multiple priorities

If you're a proactive, results-driven professional looking to take ownership of a critical function within a growing company, we'd love to hear from you