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- Tasks: Lead a dynamic team to enhance customer service and operational efficiency in the Fire & Security sector.
- Company: Join a well-established and growing Fire & Security business in Egham.
- Benefits: Enjoy a competitive salary, bonus opportunities, pension scheme, and ongoing training.
- Other info: Fast-paced role with a focus on problem-solving and customer satisfaction.
- Why this job: Make a real impact in a collaborative environment with long-term progression opportunities.
- Qualifications: Experience in service management and strong leadership skills are essential.
We are currently recruiting for an experienced Service Desk Manager to join a well-established and growing Fire & Security business based in Egham. Due to continued expansion and increasing customer demand, our client is looking to add a driven and highly organised manager to oversee the daily operational performance of their Customer Service Centre.
This is a fantastic opportunity for an experienced operations or service desk professional within the Fire & Security sector to join a forward-thinking business offering long-term stability, progression opportunities, and a collaborative working environment.
Package & Benefits- Salary: £50,000 – £55,000 per annum (depending on experience)
- Bonus opportunities
- Pension scheme
- Annual leave entitlement
- Ongoing training & development
- Long-term progression opportunities
- Permanent, full-time position
- Supportive and collaborative working environment
- Location: Egham (office-based)
- Lead and develop Dispatchers/Planners, Retention Specialists, Sales Order Processors, and Contract Administration teams
- Drive a high-performance culture focused on customer service, operational efficiency, and service quality
- Manage resource planning to maintain SLA performance and operational consistency
- Oversee real-time allocation of Fire & Security engineers to reactive service works
- Ensure emergency and critical system faults are prioritised effectively
- Monitor live job progression to maintain response times and first-time fix performance
- Manage the scheduling and coordination of all planned preventative maintenance (PPM) visits
- Ensure compliance with Fire & Security maintenance standards and servicing requirements
- Review and manage Service and Install WIP alongside operational teams
- Identify ageing or stalled jobs and drive resolution with engineers and management teams
- Ensure accurate job status updates to support reporting, invoicing, and customer communication
- Support timely billing and invoice processing through completion sign-off and billing coordination
- Lead customer retention activity including renewals and proactive customer engagement
- Handle escalated service issues and high-profile customer concerns professionally
- Oversee accurate sales order processing and contract administration
- Ensure contract information, SLA details, asset data, and pricing are maintained accurately
- Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion
- Identify and implement operational improvements across processes and customer touchpoints
- Work closely with Regional Service & Install Managers to ensure aligned service delivery
- Support mobilisation of new contracts and operational change initiatives
- Ensure compliance with Fire & Security industry standards and regulations
- Previous experience within a Fire & Security, Facilities Management, or Service-led environment
- Strong leadership and team management experience
- Experience managing dispatch, planning, customer service, or operational support functions
- Understanding of service delivery KPIs, SLAs, WIP management, and contract administration
- Excellent organisational and communication skills
- Ability to manage multiple priorities within a fast-paced environment
- Strong problem-solving and customer management abilities
- Proficient with service management systems and operational reporting tools
- Positive attitude, strong work ethic, and self-motivation
If you are an experienced Service Desk Manager looking for a long-term opportunity within a growing Fire & Security business in Egham, please submit your CV today to be considered.
Service Desk Manager in Egham employer: HP4 Recruitment Ltd
Contact Detail:
HP4 Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Desk Manager in Egham
✨Tip Number 1
Network like a pro! Reach out to your connections in the Fire & Security sector and let them know you're on the lookout for a Service Desk Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with your experience in service delivery. This will help you stand out as a candidate who truly gets what they're about.
✨Tip Number 3
Showcase your leadership skills during interviews. Be ready to share examples of how you've driven high-performance cultures and managed teams effectively. This is key for a Service Desk Manager role!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Service Desk Manager in Egham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your leadership and operational management experience, especially in the Fire & Security sector, to show us you're the right fit.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about this role. Share specific examples of how you've driven customer service excellence and operational efficiency in your previous roles.
Showcase Your Problem-Solving Skills: In your application, give us examples of how you've tackled challenges in a fast-paced environment. We want to see your ability to manage multiple priorities and resolve issues effectively.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at HP4 Recruitment Ltd
✨Know Your Stuff
Make sure you brush up on your knowledge of the Fire & Security sector. Understand the key performance indicators (KPIs) and service level agreements (SLAs) relevant to the role. This will show that you're not just familiar with the industry but also serious about delivering high-quality service.
✨Showcase Your Leadership Skills
As a Service Desk Manager, you'll be leading teams. Prepare examples of how you've successfully managed teams in the past, focusing on driving performance and improving customer service. Highlight any specific achievements that demonstrate your ability to lead and motivate others.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life situations, like handling escalated service issues or managing multiple priorities. Think through your problem-solving strategies and be ready to discuss how you would approach these challenges effectively.
✨Ask Insightful Questions
At the end of the interview, have some thoughtful questions prepared. Ask about the company's approach to operational improvements or how they measure success in their service delivery. This shows your genuine interest in the role and helps you assess if it's the right fit for you.