Service Desk Manager
📍 Sevenoaks, Kent | 🕒 Full-Time
About the Company
Our client is a leading technology and communications provider, delivering innovative solutions across cloud, connectivity, cybersecurity, and IT support. With a strong reputation for reliability and customer excellence, they partner with businesses to help them thrive in a fast-paced digital world.
The Opportunity
We’re looking for an experienced Service Desk Manager to lead a high-performing support team and drive exceptional service delivery. This is a fantastic opportunity for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.
You’ll play a key role in ensuring SLA performance, improving service quality, and developing a motivated and capable team.
Key Responsibilities
🔧 Service Desk Performance
- Monitor workflows, ticket queues, and dashboards to ensure SLA/KPI targets are met
- Analyse reporting data to drive team productivity and service improvements
- Ensure consistent, high-quality customer service delivery
👥 People Leadership
- Lead, coach, and develop a team of support engineers
- Manage appraisals, performance, absence, and disciplinary processes
- Support recruitment, onboarding, and ongoing training
⚠️ Escalation & Problem Management
- Act as the main escalation point for client issues
- Build strong client relationships and manage expectations
- Work collaboratively to resolve complex issues efficiently
🤝 Collaboration
- Partner with technical and service leads to align priorities
- Contribute to continuous improvement across the service desk
📊 Operations & Planning
- Prioritise workloads and manage team capacity
- Oversee shift planning to ensure full service coverage
- Provide hands-on technical support where required
What We’re Looking For
- Proven experience in a Service Desk / IT Support environment
- Previous experience managing or leading a team
- Strong understanding of SLA & KPI-driven environments
- Excellent communication and stakeholder management skills
- A proactive, organised, and process-driven approach
- Passion for delivering outstanding customer service
What’s in it for You?
- Opportunity to lead and shape a high-performing service desk
- Work within a forward-thinking, technology-driven organisation
- Clear career progression and development opportunities
- Collaborative and supportive team environment
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