We are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation.
IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team.
The Role
- Lead, motivate and develop a customer-focused support team
- Manage workloads, resources and day-to-day service delivery
- Monitor KPIs, service levels and team performance
- Act as an escalation point for customer and service issues
- Coach team members and support their ongoing development
- Build strong relationships with customers and internal stakeholders
- Review processes and identify opportunities to improve service and efficiency
- Use performance data and customer feedback to drive improvements
- Support recruitment and onboarding of new team members
- Work closely with other departments to resolve issues effectively
About You
- Previous experience managing a service desk, helpdesk, customer support or service delivery team
- Strong people management and coaching skills
- Experience working with KPIs and service levels
- Excellent customer service and communication skills
- Confident managing escalations and resolving problems
- Organised, proactive and able to manage competing priorities
- Experience improving processes and team performance
- IT or technology sector experience is advantageous but not essential
This is an excellent opportunity for an experienced service-focused manager to join a growing business where you can develop your team and make a real impact on service delivery.
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Service Desk Manager employer: TurnerFox Recruitment
Join a well-established and friendly accountancy practice in Mansfield, where you will find a supportive work culture that values flexibility and employee growth. With opportunities for both full-time and part-time roles, this position allows you to balance your professional and personal life while working with a diverse client base. Enjoy the benefits of a collaborative team environment, competitive pay, and the chance to enhance your skills using leading accounting software.
