Service Desk Manager

Established in 1998 Lancer Scott offers renowned high-quality construction projects and facilities management services, often competing and winning work from our much larger competitors. We are based in the heart of Bristol in a modern open plan office with great facilities.

To ensure our business remains fully supported we are investing into our people strategy and infrastructure to give our employees the tools to perform to the best of their ability. If you would like to join a rapidly expanding business that can offer up good opportunities for career development and professional personal growth.

What is the purpose of the role and expectations?

To lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. The role is responsible for overseeing the performance of Helpdesk teams, ensuring customer enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards, and contractual requirements. As our Helpdesk Manager you will develop team capability through effective leadership, coaching, training, and upskilling initiatives, ensuring Team Leaders and their teams are equipped to deliver exceptional customer service. The role will also drive continuous improvement by reviewing, evaluating, and enhancing business processes, ensuring changes are communicated effectively and successfully implemented across the operation. In this role you will foster a culture of accountability, collaboration, and continuous development to support both business objectives and customer satisfaction.

What will be my core responsibilities?

Leadership and People Management

• Provide effective leadership, direction, and support to a team of six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability, and continuous improvement.
• Conduct regular one-to-one meetings and monthly performance reviews with Team Leaders, setting clear objectives, monitoring performance against agreed KPIs, and identifying development opportunities.
• Support succession planning and talent development by identifying training needs and implementing development plans across the Helpdesk function.
• Workforce planning and resource management, ensuring appropriate staffing levels and Helpdesk coverage are maintained to meet customer demand, operational requirements, and service level commitments.

Process Governance and Continuous Improvement

• Monitor service performance against contractual obligations, KPIs, SLAs, and customer expectations, implementing corrective actions where required.
• Take overall responsibility for ensuring operational processes, procedures, and policies are consistently followed by Helpdesk teams and Out of Hours providers.
• Review and evaluate existing processes to identify opportunities for efficiency improvements, service enhancements, and risk reduction.
• Use management information, performance data, customer feedback, and trend analysis to drive continuous improvement

Stakeholder Management

• Build and maintain strong working relationships with Account Managers and Account Directors, acting as a key operational contact for service delivery matters.
• Support client meetings, service reviews, audits, and business reviews as and when required.

What skills and experience do I need to be successful in this role?

• Proven experience managing Helpdesk, Service Desk, Customer Service or Operational Support teams within a similar business.
• Strong leadership and influencing skills.
• Excellent communication, able to influence and engage across a broad spectrum of stakeholders
• Analytical and data-driven decision making approach.
• Able to manage multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
• Ability to lead a team in a rapidly changing environment

We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.