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.

• 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

• 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.