Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead our service desk team and enhance customer service operations daily.
- Company: Join Cammax, a dynamic SME innovating in transport and parking technology.
- Benefits: Enjoy a competitive salary, flexible working, and social events.
- Why this job: Make a real impact in a fast-paced tech environment while developing your career.
- Qualifications: Experience in managing technical service desks and strong communication skills required.
- Other info: Opportunity to work from home on Fridays after training.
The predicted salary is between 36000 - 60000 £ per year.
Join to apply for the Service Desk Manager role at Cammax Limited
Join to apply for the Service Desk Manager role at Cammax Limited
This range is provided by Cammax Limited. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Direct message the job poster from Cammax Limited
Connecting People to Purpose | Group Talent Partner at Modaxo | Tech Industry
We are looking for a driven, hands-on leader to head up our service desk and play a key role in taking our customer service operation to the next level. As a self-starter with a strong sense of ownership, you will bring energy, structure, and a proactive mindset to improving our processes and performance. You will thrive in a fast-paced, SME technology environment, where transport and parking payment systems are at the heart of what we do. The ideal candidate is committed to excellence, passionate about delivering exceptional customer experiences, and constantly seeking ways to raise the bar through continuous improvement, team development, and smarter use of technology.
This role is an office based role. We do however offer the flexibility to work from home on Fridays once the successful candidate’s knowledge base has grown sufficiently. There may be an occasional need to work from the office on Fridays if required by the business. Occasional travel to other locations may be required.
The Company
Cammax are a dynamic and rapidly growing SME in the transport and parking sectors, producing innovative self-service ticket and payment systems, associated software, and services.
Cammax designs and manufactures touch screen kiosks at its purpose built factory in Castleford. We have a range of standard kiosks and also produce bespoke designs. We develop the software applications and customise kiosk hardware and peripherals as required. Cammax employs a nationwide team of engineers who carry out site surveys, system installation and comprehensive on-site maintenance.
Cammax is excited to be part of the Modaxo family. Modaxo is a dedicated global organization bringing together businesses that collectively focus on advancing new technologies and innovations for people transportation. With more than 40 companies representing over 30 brands, Modaxo comprises over 3,300 people, operating from almost 40 countries around the world.
Key Responsibilities
- Managing the operational activities and services to meet or exceed agreed Service Levels and Key Performance Indicators (KPIs)
- Responsible for tracking costs in terms of time and materials spent on each account we support
- Responsible for reviewing and implementing a service desk management system which will have the ability to measure KPIs such as ticket resolution times and create reports for internal management and external customers alike
- Experience in developing and using metrics to assess the department and customer contracts
- Ownership and management of contracted change related functions
- First point of escalation for customers
- Monitor outstanding incidents, changes, and service requests against SLA\’s
- Daily queue review / stack management
- Understand Service Desk trending inclusive of seasonal trends
- Resource management – staff allocation and desk resourced correctly
- Control and monitor Service Desk mailboxes in accordance with SLA / OLA\’s
- Ownership of Service Desk processes and procedures
- Technical administrative work and monitoring
- Contribute to the various forms of Service Desk reporting (daily, weekly, monthly, and quarterly)
- Act as interface to various third-party suppliers fronted by the Service Desk
- Ensure field calls are executed correctly on the Service Desk
- Actively promote information security best practice within your area of responsibility
- Ownership of customer satisfaction survey\’s implementing service improvements to meet 95% target
- Responsible for the day-to-day management of a team of 1st line, 2nd line and 3rd line Service Desk Analysts as well as co-ordinating our service engineers in the field
- Mentor, coach, and lead the team in achieving targets and optimal customer satisfaction
- Develop and manage talent in your team as well as assisting in recruitment, training, and development of new team members
General Skills, Knowledge & Experience
- Proven ability of supporting desktop and physical environments
- Previous experience of leading a technical Service Desk/ Helpdesk team
- Ability to handle difficult and demanding customer environments
- Broad technical knowledge of hardware and software desktop and server environments
- Good level of commercial awareness with the ability to understand, manage, and optimise department costs and revenue streams to support business objectives
- The ability to communicate technical issues to a non-technical audience
- People leadership, development and coaching of team members
- Experience implementing metrics to assess the profitability of the department and individual customer contracts, enabling data-driven decisions.
Technical Skills, Knowledge & Experience
- Strong understanding of ITIL principles
- Experience with ticketing / helpdesk systems e.g. Zendesk, Freshdesk, Jira Service Desk
- Backup Technology
- Firewall / Security
- A good working knowledge of IT networking principles including routing, switching and Wi-Fi
- A good working knowledge of IT monitoring and management tools
- Microsoft Server / Desktop
- Microsoft Office Suite
- E-mail solutions
Qualifications
- IT certifications (e.g., CompTIA A+, Microsoft Certified IT Professional) would be advantageous but not essential
What we will offer in return
- Competitive salary of £45,000 per annum
- Discretionary bonus scheme
- Buy and sell holiday scheme
- Flexible working arrangements (including working from home on Fridays once your knowledge base has grown sufficiently)
- Opportunity to take part in regular social events outside of work
- Opportunity to make a significant impact in a rapidly growing business
- Access to experienced peers both locally and across the globe as part of the Modaxo family – all with a view to helping you grow your career and perform at your best!
If you think you are the right fit for this role, please click ‘Apply’ and submit your CV via the online application process.
Seniority level
-
Seniority level
Mid-Senior level
Employment type
-
Employment type
Full-time
Job function
-
Job function
Information Technology and Customer Service
-
Industries
Appliances, Electrical, and Electronics Manufacturing
Referrals increase your chances of interviewing at Cammax Limited by 2x
Sign in to set job alerts for “Service Desk Manager” roles.
Bradford, England, United Kingdom 1 week ago
IT Operations Manager, Global Service Desk
Leeds, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 3 weeks ago
Burberry IT Operations Manager, Global Service Desk
Leeds, England, United Kingdom 1 week ago
Sheffield, England, United Kingdom 3 months ago
SENIOR TECHNICAL MANAGER, GLOBAL ERP OPERATIONS
Leeds, England, United Kingdom 4 hours ago
Sheffield, England, United Kingdom 2 weeks ago
IT Service Desk Analyst / 1st Line Support Analyst
Sheffield, England, United Kingdom 4 weeks ago
Sheffield, England, United Kingdom 1 week ago
Harrogate, England, United Kingdom 2 days ago
Leeds, England, United Kingdom 6 days ago
Leeds, England, United Kingdom 1 month ago
Leeds, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 5 days ago
Sheffield, England, United Kingdom 1 month ago
Harrogate, England, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr
Service Desk Manager employer: Cammax Limited
Contact Detail:
Cammax Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with ITIL principles, as they are crucial for the Service Desk Manager role. Understanding these frameworks will not only help you in interviews but also demonstrate your commitment to best practices in service management.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure environments. Highlighting your experience in mentoring and developing team members can set you apart from other candidates.
✨Tip Number 3
Research Cammax Limited and their products thoroughly. Being able to discuss their innovative self-service ticket and payment systems during your conversation will show your genuine interest in the company and its mission.
✨Tip Number 4
Prepare to discuss metrics and KPIs that you've implemented in previous roles. Being able to articulate how you've used data to drive improvements in service delivery will resonate well with the hiring team.
We think you need these skills to ace Service Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing service desks and leading teams. Use specific examples that demonstrate your ability to meet KPIs and improve customer satisfaction.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and technology. Mention how your leadership style aligns with the company's values and how you can contribute to their growth.
Highlight Technical Skills: Emphasise your technical knowledge, especially in ITIL principles and ticketing systems like Zendesk or Jira. This will show that you have the necessary skills to manage the service desk effectively.
Showcase Leadership Experience: Provide examples of how you've mentored and developed team members in previous roles. Highlight any successful projects or improvements you've implemented that led to enhanced team performance.
How to prepare for a job interview at Cammax Limited
✨Show Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate your ability to lead and develop a team. Be prepared to share examples of how you've successfully managed teams in the past, focusing on mentoring and coaching to achieve targets.
✨Understand ITIL Principles
Familiarity with ITIL principles is crucial for this role. Brush up on these concepts and be ready to discuss how you've applied them in previous positions, particularly in managing service desk operations and improving processes.
✨Prepare for Technical Questions
Expect technical questions related to desktop and server environments, ticketing systems, and IT networking principles. Review your knowledge in these areas and be ready to explain complex issues in simple terms, as you may need to communicate with non-technical stakeholders.
✨Demonstrate Customer Focus
Cammax Limited values exceptional customer experiences. Prepare to discuss how you've handled difficult customer situations in the past and what strategies you've implemented to improve customer satisfaction and meet KPIs.
