Service Desk Manager

About the role

The Service Desk Manager will lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. You will oversee the performance of Helpdesk teams, guaranteeing that enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards and contractual obligations.

Key responsibilities

• Provide leadership to six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability and continuous improvement.
• Conduct regular one-to-one meetings and performance reviews, set clear objectives, monitor KPIs and identify development opportunities.
• Support workforce planning, resource management and ensure appropriate staffing levels to meet demand and service-level commitments.
• Monitor service performance against contracts, SLAs and KPIs, implementing corrective actions when required.
• Ensure operational processes, procedures and policies are consistently followed by Helpdesk teams and Out-of-Hours providers.
• Review and improve existing processes to increase efficiency, enhance service and reduce risk.
• Build strong relationships with Account Managers and Directors, acting as the key operational contact for service delivery matters.
• Manage the relationship with Out-of-Hours service providers, addressing performance issues and driving improvement plans.

Required profile

• Proven experience managing Helpdesk, Service Desk, Customer Service or Operational Support teams.
• Strong leadership and influencing skills.
• Excellent communication with the ability to engage a broad range of stakeholders.
• Analytical, data-driven decision-making approach.
• Ability to manage multiple priorities and KPIs in a fast-paced environment.