Service Desk Manager

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Job Location: St Ives

Job Type: Permanent

About the role

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