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

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.

Interested? Send you CV to TurnerFox Recruitment or call for more information