At a Glance
- Tasks: Lead and transform a customer-facing Service Desk team with innovative strategies.
- Company: Established B2B SaaS software business with a strong customer base.
- Benefits: Competitive salary up to £65,000 plus performance-related bonus.
- Other info: Office-based role in Reading with a genuine mandate for change.
- Why this job: Shape the future of customer support using AI and automation.
- Qualifications: Strong experience in leading customer support functions, preferably in SaaS.
The predicted salary is between 65000 - 65000 £ 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 escalation point for complex customer issues.
- Work closely with Customer Success, Professional Services, Product and Engineering.
- Build a high-performing, continuous-improvement culture within the team.
What we're looking for
- Strong experience leading a customer-facing Service Desk, Technical Support or Customer Support function.
- Experience within a Saa S, CRM or software vendor environment would be highly desirable.
- Proven experience using AI and automation to transform or improve service operations.
- The ability to think beyond individual AI tools and identify opportunities to automate complete processes.
- Strong knowledge of SLA/KPI management and service performance reporting.
- A proactive, commercially aware approach to customer service.
Most importantly, you'll be someone comfortable challenging existing processes, presenting your own strategy to senior leadership and then taking ownership of delivering it.
The opportunity
You'll be joining with a genuine mandate for change.
Rather than being handed a predefined transformation plan, you'll have the freedom to assess what works, challenge what doesn't and shape how the Service Desk operates going forward.
Location
Reading – this role is expected to be office-based five days per week due to the leadership and cross-functional nature of the position.
Salary
Up to £65,000 depending on experience, plus performance-related bonus.
Service Desk Manager in Slough 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.
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Manager in Slough
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Big Red Recruitment. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Big Red Recruitment before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Service Desk Manager in Slough
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Big Red Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Big Red Recruitment specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Big Red Recruitment!
How to prepare for a job interview at Big Red Recruitment
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
