Service Desk Manager

About the role

The Service Desk Manager will lead the day‑to‑day operation of Southern Water’s Service Desk, supporting over 4,000 internal and external users. You will provide leadership to two Team Leaders and ten Analysts, driving performance, wellbeing and continuous improvement of the service.

Key responsibilities

• Manage the daily operation of the Service Desk, ensuring high‑quality incident and request handling.
• Oversee queue management, ticket progression, workload distribution and service continuity.
• Ensure all tickets are logged, categorised, prioritised, updated, escalated and resolved according to agreed standards.
• Monitor service performance throughout the day and act on backlogs, absences or major incidents.
• Collaborate with Team Leaders to plan rota coverage, shift patterns and resource allocation.
• Maintain operational readiness for new or changed services, including support models, knowledge articles and training.
• Conduct regular quality audits of calls, emails, portal interactions and ticket updates.
• Use QA and CSAT data to improve knowledge base, scripts, templates and onboarding processes.
• Participate in the on‑call rota as required.

Required profile

• Strong leadership, coaching and people‑management experience.

Required skills