Job Purpose
Lead the day-to-day operation of the Service Desk, ensuring effective 24/7 coverage, strong service performance, high-quality customer support, and continuous improvement.
Main Responsibilities
- Manage daily Service Desk operations, ensuring calls and tickets are handled efficiently and within agreed service levels.
- Monitor key performance measures including call volumes, answer rates, abandoned calls, agent availability, SLA performance, ticket quality, and backlog.
- Ensure effective 24/7 coverage through rota planning, shift management, absence cover, and fair allocation of shifts.
- Monitor individual and team performance, providing coaching, feedback, and support alongside the Service Desk Team Lead.
- Act as an escalation point for operational issues affecting service delivery or customer experience.
- Produce monthly performance reviews and provide clear updates to the Head of SMO and Service Desk team.
- Maintain dashboards and real-time reporting to improve visibility of workload, priorities, and service performance.
- Drive continuous improvement, including identifying opportunities to automate repetitive tasks and improve efficiency.
- Ensure work completed within and outside ServiceNow is appropriately captured and reported.
Knowledge & Experience
- Proven experience managing a Service Desk, IT support, or technical support team.
- Good understanding of IT service management, incident management, request fulfilment, SLAs, and escalation processes.
- Experience with ITSM tools, phone systems, reporting, and performance monitoring.
- Strong people management, coaching, analytical, and stakeholder management skills.
- Experience managing rotas and teams within a 24/7 support environment.
Personal Qualities
- Accountable, proactive, and customer-focused.
- Confident managing priorities and making operational decisions.
- Supportive and effective at coaching and developing others.
- Data-driven, organised, and detail-focused.
- Calm under pressure and comfortable working in a fast-paced environment.
- Collaborative and committed to continuous improvement and automation.
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Service Desk Manager in Bolton employer: Rank Group
Grosvenor Casinos is an exceptional employer, offering a dynamic and supportive work environment in the Cardiff & Bristol area. With a strong focus on employee development, you will benefit from comprehensive training, recognition for your contributions, and the chance to work with cutting-edge technology. Join a team that values individuality and collaboration, where every day presents new challenges and opportunities for growth.
