Service Desk Manager in Walsall

Job Title: Service Desk Manager

Salary: Competitive

Location: Walsall

Overview

Step into a pivotal role with Echo as Service Desk Manager, where you’ll lead a dynamic, multilocation team and ensure world‑class customer support for our software services. If you thrive on solving problems, motivating people, and turning challenges into opportunities, this is your chance to make a real impact while shaping the future of service delivery.

The Role

The Service Desk Manager leads the integrated service desk function for RapidXtra and Aptumo products, ensuring excellent customer service and efficient incident resolution. This role is responsible for minimising business impact during service disruptions, guiding a team of analysts across the UK and India, and maintaining compliance with regulatory and ISO standards. Acting as a mentor and leader, the Service Desk Manager ensures that every customer interaction is a positive experience and that service desk operations consistently meet agreed service levels and business priorities, working across AU, India and UK time zones.

Key Responsibilities

• Manage overall performance of the Service Desk using agreed metrics and tools.
• Oversee Incident and Problem Management to restore normal operations quickly and effectively.
• Ensure requests are logged, prioritised, and resolved efficiently to meet client deadlines.
• Lead and inspire a team of Service Desk Analysts across multiple locations.
• Coordinate onboarding of new customers, liaising with client technical support teams.
• Produce regular SLA reports and ad‑hoc reporting as required.
• Liaise with third‑party providers to ensure timely resolution of managed service incidents.
• Take end‑to‑end ownership of incidents, ensuring resolution and clear communication.
• Manage communications to the business during major or critical issues.
• Support business cases and ad‑hoc projects requiring Service Desk input.
• Conduct regular 1:1s and performance appraisals, providing coaching, mentoring, and recognition.
• Ensure adherence to HR policies and procedures, including “Out of Hours” incident management when required.
• Maintain high levels of customer service and ensure compliance with ISO and regulatory standards.

What You’ll Need

• Experience in a busy service desk environment with a strong customer service track record.
• Proven background supporting software vendor solutions and multi‑site environments.
• Strong understanding of service desk functions and IT support processes.
• Excellent communication skills with the ability to engage tactfully at all levels.
• Strong analytical and problem‑solving skills.
• Ability to work under pressure and manage competing priorities.
• Experience managing teams across multiple locations and international boundaries.
• Familiarity with tools such as Salesforce Service Cloud and Jira (desirable).
• Ability to create a culture of trust, open communication, and cohesive teamwork.
• Skilled at motivating and inspiring team members through consistent leadership and example.
• Experience facilitating problem‑solving, collaboration, and empowering teams to take initiative.
• Commitment to onboarding, mentoring, and supporting new team members.
• Ability to set clear, measurable performance objectives aligned with business goals.

Education & Qualifications

• Essential: ITIL v4 Foundation certification.
• Desirable: Service Management or Business Relationship Management certifications.
• Desirable: Degree in IT, Business, or related discipline (or equivalent experience).

What You’ll Get In Return

• A competitive salary.
• Pension scheme with employer contributions.
• 25 days holiday + bank holidays.
• A supportive and collaborative work environment where your ideas and contributions are highly valued.
• Mentorship and guidance from experienced professionals.
• 24/7 GP service.
• Access to premier benefits – store discounts.
• Employee well‑being programme.
• Free onsite parking.
• Onsite Gym.

Job Details

• Seniority level: Mid‑Senior level
• Employment type: Full‑time
• Job function: Information Technology
• Industries: Outsourcing/Offshoring