At a Glance
- Tasks: Lead a dynamic Service Desk team and transform customer support with innovative strategies.
- Company: Established B2B SaaS company focused on evolving customer service.
- Benefits: Competitive salary, bonus opportunities, and a chance to shape the future of support.
- Other info: Join a forward-thinking team with opportunities for professional growth.
- Why this job: Make a real impact by driving change and enhancing customer experiences.
- Qualifications: Experience in service desk management and a passion for innovation.
The predicted salary is between 63000 - 77000 £ per year.
Service Desk Manager Reading | Up to £65,000 + Bonus | Office Based We're working with an established B2B Saa S software business looking for an experienced Service Desk Manager to take ownership of its customer-facing support function and lead the next stage of its evolution.
This isn't a role for someone who simply wants to maintain an existing Service Desk.
You'll be given the autonomy to assess how the function currently operates, develop the strategy for its future and introduce smarter ways of working through AI, automation, self-service and data-driven service management.
The business has a strong customer base, an established customer portal and good-quality service data.
The opportunity is to use that foundation to create a more scalable, proactive and commercially valuable support function.
What you'll be doing Lead and develop a customer-facing Service Desk team.
Create and deliver the Service Desk transformation roadmap.
Identify opportunities to use AI and automation across the end-to-end support process.
Improve customer self-service, knowledge management and intelligent workflows.
Move the function from reactive support towards proactive customer management.
Own and improve SLAs, KPIs, first-contact resolution and customer satisfaction.
Use support data to identify customer issues, trends and potential risks earlier.
Act as the senior escalat...
Service Desk Manager employer: Big Red Recruitment
At Big Red Recruitment, we pride ourselves on being an excellent employer by fostering a collaborative and innovative work culture that empowers our employees to thrive. Our hybrid work model in Coventry not only offers flexibility but also comes with a competitive benefits package, including 28 days of holiday, a robust pension scheme, and dedicated employee assistance, ensuring that our team members feel valued and supported in their professional growth.
