Service Desk Manager: Lead a High-Impact Tech Support Team

Abm Careers; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

24/7 GP

Mental Health support

Get Fit programme

Cycle to work

Perks at Work

Job summary

ABM is seeking a Service Desk Manager to lead the Technical Services Service Desk in London. You will drive delivery excellence, coordinate reactive and planned maintenance, and be the primary escalation point for customers across multiple contracts.

Ideal candidates will have experience managing KPI/SLA performance, leading multi-disciplinary teams, and strong CAFM system knowledge within facilities/engineering environments.

Qualifications

• Experience managing a busy Service Desk, Helpdesk or Customer Service operation.
• Experience leading multi-disciplinary teams.
• Strong knowledge of CAFM systems.
• Experience managing KPI and SLA performance.

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.

Skills

Service Desk Leadership

KPI & SLA management

Stakeholder management

Analytical reporting

CAFM knowledge

Facilities management

Education

ITIL Foundation or equivalent

Tools

CAFM systems

Maximo

Concept

CAFM Explorer

Job description

ABM is seeking a Service Desk Manager to lead the Technical Services Service Desk in London. You will drive delivery excellence, coordinate reactive and planned maintenance, and be the primary escalation point for customers across multiple contracts.

Ideal candidates will have experience managing KPI/SLA performance, leading multi-disciplinary teams, and strong CAFM system knowledge within facilities/engineering environments.