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- Tasks: Lead a dynamic service desk team, ensuring top-notch performance and client satisfaction.
- Company: Vantify is dedicated to delivering exceptional service in property and facilities management.
- Benefits: Enjoy 25 days annual leave, health perks, gym discounts, and professional development support.
- Why this job: Join a collaborative culture focused on growth, innovation, and making a real impact.
- Qualifications: 5+ years in service desk management with strong leadership and analytical skills required.
- Other info: Opportunity for travel and networking at our Bromsgrove and London offices.
The predicted salary is between 39000 - 52000 £ per year.
We are looking for a proactive and results driven Service Desk Manager to oversee the smooth operation of our CAFM Service Desk. The successful candidate will be responsible for managing a high performing team, ensuring KPIs and SLAs are consistently met, and driving service excellence. You will also play a pivotal role in identifying and implementing process improvements to enhance the overall performance of the service desk.
What you’ll be getting up to:
- Provide effective leadership, guidance and line management for the service desk team.
- Conduct regular one-to-one meetings, performance reviews and training to support team development.
- Create a collaborative and high-performing team environment that encourages accountability and ownership.
- Monitor and ensure KPIs and SLAs are consistently achieved for allocated customer accounts.
- Proactively address performance issues, implementing corrective actions where necessary to maintain service excellence.
- Act as an escalation point for complex or high-priority client issues, ensuring prompt resolution to operational issues.
- Prepare and deliver weekly reports on service desk statistics, including call volumes, resolution times and client satisfaction.
- Provide insights and recommendations to improve to the Operations Director based on data analysis.
- Track and report on trends, identifying recurring issues and areas for improvement.
- Identify inefficiencies in service desk operations and present actionable solutions to the Operations Director.
- Implement process improvements to enhance team productivity, service quality and client satisfaction.
- Stay updated on industry best practices and incorporate them into service desk processes where appropriate.
- Build strong relationships with customer accounts.
- Collaborate with internal teams to ensure seamless service delivery and alignment with client expectations.
- Regularly communicate with stakeholders to keep them informed of service desk performance and initiatives.
What we’re looking for:
- The ideal candidate for this role will demonstrate behaviours that reflect our core values. We are looking for someone who is honest, authentic and trustworthy, with strong leadership and line management skills to inspire and motivate teams.
- The ideal candidate will have excellent communication and interpersonal abilities, a client-focused mindset, strong analytical skills to interpret data and a proactive approach to problem solving.
- Familiarity with service desk tools and reporting systems.
- Minimum of 5 years’ experience managing a service desk.
- Experience working in a customer focused environment.
- Knowledge of property management / facilities management or related industries is an advantage.
- Strong understanding of process improvement and SLA management.
- Excellent communication and stakeholder management skills.
- Experience managing dashboards and reporting tools.
- Excellent IT skills (Excel, Word, PowerPoint plus the ability to work with numerous ancillary management platforms).
- Good interpersonal skills.
- Ability to work on own initiative and pro-active approach to problem solving.
- Strong written and verbal communication abilities.
- Self-motivated.
- Resilient in challenging situations.
What we offer:
- Salary: £45,000 to £50,000 per annum
- Location: Based at our St Ives office, some travel will be required (likely through attending meetings at our Bromsgrove or London offices)
- Working Pattern: Monday to Friday 08:30am – 5.00pm
- Annual Leave: 25 days of annual leave, plus bank holidays.
- Wellbeing – Health cash plan, gym discounts, cycle to work scheme and an enhanced employee assistance programme
- Financial – salary sacrifice pension scheme and exclusive shopping discounts
- Family – we enhance statutory entitlements for family leave policies
- Community – volunteer days and religious holiday swaps
- Social – we host an annual conference to get the whole business together as well as our team of Social Champions who arrange regular events for inside and outside of work
- Development – we’ll cover the cost of a professional membership fee, support your personal and professional development and provide you with access to our online learning library
Service Desk Manager employer: Elogbooks Facilities Management Limited
Contact Detail:
Elogbooks Facilities Management Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager
✨Tip Number 1
Familiarise yourself with the latest trends in service desk management and process improvement. This will not only help you understand the role better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Network with current or former Service Desk Managers, especially those in similar industries. They can provide valuable insights into the challenges of the role and may even share tips on how to excel in the position.
✨Tip Number 3
Prepare to showcase your leadership skills by thinking of specific examples where you've successfully managed a team or improved service delivery. Being able to articulate these experiences will set you apart from other candidates.
✨Tip Number 4
Research Vantify's company culture and values. Understanding their core principles will help you align your responses during the interview and demonstrate that you're a good fit for their 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 service desk management, leadership, and process improvement. Use specific examples that demonstrate your ability to meet KPIs and SLAs.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your leadership skills and how you can contribute to creating a high-performing team environment.
Showcase Relevant Skills: Emphasise your analytical skills and familiarity with service desk tools. Mention any experience you have with reporting systems and how you've used data to drive improvements in previous roles.
Prepare for Potential Questions: Think about how you would address common challenges faced by service desk managers. Be ready to discuss your approach to problem-solving and how you would handle performance issues within your team.
How to prepare for a job interview at Elogbooks Facilities Management Limited
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated them and achieved KPIs and SLAs.
✨Understand the Importance of KPIs and SLAs
Familiarise yourself with key performance indicators and service level agreements relevant to the role. Be ready to discuss how you've monitored and improved these metrics in previous positions.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you handle complex client issues. Think of specific instances where you've resolved high-priority problems and be prepared to explain your thought process and actions taken.
✨Demonstrate Your Analytical Skills
Since the role involves data analysis and reporting, be ready to discuss how you've used data to drive improvements in service desk operations. Bring examples of reports you've created and insights you've provided to management.
