Service Desk Manager

wavenet; Shirley; On-site; GBP 50,000 - 70,000; Full time

Job summary

Wavenet is seeking a Service Desk Manager to lead a team of support engineers and ensure SLA targets are consistently met while delivering high customer satisfaction. You will monitor performance via dashboards, conduct appraisals, and drive continuous improvement across processes and staffing.

The role requires strong leadership, client-facing acumen, and collaboration with other managers to coordinate skills and resources.

Qualifications

• Extensive experience within a Service Desk environment.
• Experience of managing a team.
• Experience of working to SLA & KPI measures.

Responsibilities

• Oversee the Service Desk team to ensure SLAs are met and customer satisfaction remains high.
• Lead on dashboards and reporting to monitor productivity and service quality.
• Approve holidays, conduct appraisals, and manage performance and grievance processes.
• Collaborate with other service desk managers to align delivery and skills requirements.
• Provide hands-on technical support where appropriate and ensure proper escalation handling.
• Prioritise tasks and manage shift patterns to achieve full coverage across working hours.

Skills

Service Desk experience

Team management

SLA/KPI experience

Job description

Wavenet is a prominent technology and communications provider. Committed to innovation and
reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital
age. Their comprehensive services include cloud solutions, communications systems, connectivity,
cybersecurity, and IT support. With a customer-centric approach, Wavenet tailors’ solutions to
meet individual needs, prioritizing customer satisfaction and exceptional experiences. Their values
of innovation, trust, collaboration, and community engagement underpin their mission to be a
leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital
landscape.

Job Description

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support
engineers, ensuring that SLA’s are hit, tickets are managed to recognised quality standards and clients
are satisfied with the level of service delivered. A critical aspect of the role is managing the team via
dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a
line management role, you will be expected to approve holidays, deliver appraisals, manage
grievance and performance management processes and act as a leader for your direct reports. It is
expected that you will work alongside other service desk managers.
You are comfortable in a client facing role, where issues are escalated, you will be capable of
reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to
address their concerns, where additional support is required, you will work with other services
managers in order to procure the correct level/type of skills.
This role requires an individual with strong leadership skills looking to ensure that the organisation
provides the exceptional service that is required. Any experience of delivery processes is also
beneficial due to the variety of work that can occur within the support division of the business.
The responsibilities fall into the following areas;

Monitoring Service Desk Performance – Monitoring the work flow and using the
helpdesk systems to extract performance information to validation SLA’s are being met,
such that the Service Desk Team are effective and efficient in their activities. Monitor
call effectiveness through reviewing reporting information provided by the phone
system and reviewing how calls are handled by team members. Lead the individuals
within the team to ensure we deliver the expected level of service to our customer
base.

People Management – As a line manager you will be expected to process holiday
requests, return to work interviews, absence management, appraisals, grievance and
disciplinary procedures, conduct interviews and the on boarding of new staff members
into your team. A key aspect of the role is ensuring that you understand the skills within
your team and any training requirements needed to ensure team members are capable
of fulfilling there role. As a line manager you should have an understanding of the
career ambitions of members of your team be able to article the organisational
framework and roles within the business.

Problem Management – Where issues are escalated, the Service Desk Manager will
be that initial point of escalation for the client. They will need to ensure all facts are
gathered and appropriate responses are given the to client. The Service Desk Manager
have the ability to escape further up the management chain if required but should be
aiming to resolve all escalated issues at their level.

Leadership Collaboration – To ensure vital success of your service desk,
collaboration with your service desks technical lead and service support lead will be
required. Aligning visions and maintaining communication with these key roles to
address challenges and meet targets consistently

Technical Support – Where appropriate provide technical support to the team,
where the Service Desk Manager possess the relevant technical skills to do so

Prioritise Tasks – A key part of the role as Manager would be to ensure that all the
work is suitably prioritised and given the required level of attention.

Manage Shifts – The Service Desk Manager will be responsible for managing the
teams and their shift patterns within the sites to ensure that the business is fully
covered at all working hours.

Qualifications

• Essential & demonstrable
• Extensive experience within a Service Desk environment.
• Experience of managing a team.
• Experience of working to SLA & KPI measures.

Additional Information

• Passionate about client success
• Proven ability to be seen as a trusted advisor
• Able to manage multiple priorities to achieve (exceed!) targets
• Passionate about technology & how it benefits businesses
• Process driven and organised / attention to detail
• Professional and high energy
• Strong presentation and interpersonal skills
• Outstanding communication skills, both spoken and written
• Willing to travel in the UK as needed
• Proactive, can-do attitude

Job Location