Service Desk Manager

Service Desk Manager

Location: Derby

Salary: Competitive, dependent on experience

Hours: Full-time -Hybrid

We are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation.

IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team.

The Role

• Lead, motivate and develop a customer-focused support team




• Manage workloads, resources and day-to-day service delivery




• Monitor KPIs, service levels and team performance




• Act as an escalation point for customer and service issues




• Coach team members and support their ongoing development




• Build strong relationships with customers and internal stakeholders




• Review processes and identify opportunities to improve service and efficiency




• Use performance data and customer feedback to drive improvements




• Support recruitment and onboarding of new team members




• Work closely with other departments to resolve issues effectively About You

About You

• Previous experience managing a service desk, helpdesk, customer support or service delivery team




• Strong people management and coaching skills




• Experience working with KPIs and service levels




• Excellent customer service and communication skills




• Confident managing escalations and resolving problems




• Organised, proactive and able to manage competing priorities




• Experience improving processes and team performance




• IT or technology sector experience is advantageous but not essential

This is an excellent opportunity for an experienced service-focused manager to join a growing business where you can develop your team and make a real impact on service delivery.

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