At a Glance
- Tasks: Lead and improve the Service Desk for a top-notch user experience.
- Company: Join Bytes, a collaborative tech company focused on service excellence.
- Benefits: Empowerment, professional development, and a supportive culture.
- Other info: Opportunity to shape the future of the Service Desk while advancing your career.
- Why this job: Make a real impact on user satisfaction and organisational performance.
- Qualifications: Experience in leading service desks and managing support teams.
The predicted salary is between 50000 - 65000 £ per year.
Technology is at the heart of every modern business, but great technology alone does not create a great user experience.
The Service Desk is often the first and most important touchpoint between employees and IT, making it critical to productivity, satisfaction and business success.
This role is about more than managing tickets and service levels.
It’s about owning and evolving the entire end‑user support experience, ensuring services are efficient, reliable and aligned to the needs of the business.
If you enjoy combining operational leadership with service improvement and stakeholder engagement, you'll have the opportunity to make a measurable impact on both user satisfaction and organisational performance.
Mission
This role exists to lead the delivery and continual improvement of the Service Desk function, ensuring a consistent, high-quality experience for all end users.
From service governance and operational performance through to team leadership and stakeholder engagement, you will play a key role in shaping and enhancing support services that are customer-focused, scalable and aligned with business objectives.
Working closely with EUX, Infrastructure, Security, Business Systems, Development and Project teams, you will drive service excellence while fostering a culture of accountability, continuous improvement and outstanding customer service.
- What you will deliver within the role
- You will own the end-to-end Service Desk function, including incident, request, escalation, problem and change management processes.
- You will establish and maintain clear service standards, governance and operational controls across the Service Desk.
- You will lead, coach and develop Service Desk teams, creating a high-performing and customer-centric culture.
- You will monitor and report on service performance metrics, including SLA achievement, customer satisfaction, operational efficiency and service quality.
- You will drive continuous service improvement initiatives, using data, trends and user feedback to enhance the end‑user experience.
- You will conduct Root Cause Analysis on recurring incidents and problems, identifying opportunities to reduce repeat issues and improve service reliability.
- You will work closely with stakeholders across the business to understand demand, manage expectations and ensure services remain aligned to business needs.
- You will support the delivery of projects and operational changes, ensuring appropriate resource planning, service readiness and minimal user disruption.
- You will maintain robust documentation, reporting and service review processes that support effective governance and decision-making.
- You will collaborate across technical and business teams to strengthen service delivery capability and drive operational excellence.
- Proven experience leading a Service Desk or technical support function within an enterprise environment.
- Experience managing and developing large support teams in an SLA-driven environment, typically overseeing teams of 15 or more individuals.
- Strong understanding of ITIL principles and service management best practices.
- Demonstrable experience delivering service improvements, operational transformation or continuous improvement initiatives.
- Experience managing service desk platforms, support tooling and remote support technologies.
- Good understanding of modern workplace technologies, including Microsoft 365, Windows endpoints and collaboration platforms.
- Strong leadership, coaching and people management skills.
- Excellent communication and stakeholder management capabilities, with the ability to engage effectively at all levels of the organisation.
- Data‑driven mindset with the ability to analyse service metrics and turn insights into measurable improvements.
- Strong understanding of service performance measures including SLA, SLO, CSAT and MTTR.
- Why Bytes
At Bytes, you'll join a collaborative and ambitious technology organisation where service excellence and user experience are at the centre of everything we do.
You’ll have the opportunity to lead a critical function that supports colleagues across the business, driving meaningful improvements to services, processes and customer outcomes.
We empower our leaders to take ownership, challenge the status quo and continuously improve how we operate.
With the support of experienced colleagues, a strong culture of collaboration and a genuine commitment to professional development, you'll have the opportunity to shape the future of the Service Desk while developing your own leadership career.
Ready to apply?
If you're passionate about service excellence, enjoy leading high-performing teams and want to play a key role in shaping the end-user experience, we'd love to hear from you.
- Apply below or send your CV to jamal. hinds@bytes. co. uk
- #J-18808-Ljbffr
EUC Service Desk Manager in Leatherhead employer: Bytes Software Services
At Bytes, we pride ourselves on being a forward-thinking technology organisation that places service excellence and user experience at the forefront of our mission. As an EUC Service Desk Manager, you'll not only lead a vital function that enhances the support experience for colleagues but also benefit from a collaborative work culture that fosters professional growth and continuous improvement. With a commitment to empowering leaders and a strong focus on employee development, you'll have the opportunity to make a significant impact while advancing your career in a dynamic environment.
