Service Desk Manager — Lead a Customer‑Focused Desk

Abm-Industries-Inc.-2; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

UK-based GP

Mental Health support

Cycle to work scheme

Job summary

ABM in London is seeking a Service Desk Manager to lead the Technical Services Service Desk across multiple client contracts. You will drive performance, coach leaders and ensure high-quality customer service, incident and work-order management, and KPI/SLA delivery.

You'll build a high-performing, customer-focused culture, oversee scheduling, governance, and continuous improvement initiatives, and partner with Contract Support and Account Managers to guide service excellence.

Qualifications

• Experience managing KPI and SLA performance.
• Excellent stakeholder management skills.
• Strong analytical and reporting capability.
• Experience leading multi-disciplinary teams.

Responsibilities

• Lead the day-to-day operation of the Technical Services Service Desk.
• Ensure all customer contacts are managed professionally and within agreed service levels.
• Maintain ownership of incident, request and work order management processes.
• Ensure reactive and planned works are coordinated efficiently.
• Monitor service performance against contractual KPIs and SLAs.
• Manage operational escalations and major incidents.
• Ensure effective communication with customers throughout the lifecycle of work orders.

Skills

KPI & SLA governance

Stakeholder management

Analytics & reporting

Team leadership

Tools

CAFM systems

Maximo

Concept

CAFM Explorer

Job description

ABM in London is seeking a Service Desk Manager to lead the Technical Services Service Desk across multiple client contracts. You will drive performance, coach leaders and ensure high-quality customer service, incident and work-order management, and KPI/SLA delivery.

You'll build a high-performing, customer-focused culture, oversee scheduling, governance, and continuous improvement initiatives, and partner with Contract Support and Account Managers to guide service excellence.