Service Desk Manager | Lead SLA-Driven Support Team

Wavenet is a prominent technology and communications provider. Committed to innovation and reliability, Wavenet offers a wide range of advanced solutions to empower businesses in the digital age. Their comprehensive services include cloud solutions, communications systems, connectivity, cybersecurity, and IT support. With a customer‑centric approach, Wavenet tailors solutions to meet individual needs, prioritising customer satisfaction and exceptional experiences. Their values of innovation, trust, collaboration, and community engagement underpin their mission to be a leading technology partner, enabling businesses to succeed and thrive in a rapidly evolving digital landscape.

The Service Desk Manager role in Wavenet holds the responsibility for managing a team of support engineers, ensuring that SLAs are hit, tickets are managed to recognised quality standards and clients are satisfied with the level of service delivered. A critical aspect of the role is managing the team via dashboards and reporting tools such that you are aware of team productivity and effectiveness. As a line management role, you will be expected to approve holidays, deliver appraisals, manage grievance and performance management processes and act as a leader for your direct reports. It is expected that you will work alongside other service desk managers. You are comfortable in a client facing role, where issues are escalated, you will be capable of reaching out to clients, understanding their concerns, establishing and agreeing a plan of action to address their concerns. Where additional support is required, you will work with other services managers in order to procure the correct level/type of skills. This role requires an individual with strong leadership skills looking to ensure that the organisation provides the exceptional service that is required. Any experience of delivery processes is also beneficial due to the variety of work that can occur within the support division of the business.

Responsibilities

• Monitoring Service Desk Performance – Monitoring the workflow and using the helpdesk systems to extract performance information to validate SLAs are being met, such that the Service Desk Team are effective and efficient in their activities. Monitor call effectiveness through reviewing reporting information provided by the phone system and reviewing how calls are handled by team members. Lead the individuals within the team to ensure we deliver the expected level of service to our customer base.
• People Management – As a line manager you will be expected to process holiday requests, return to work interviews, absence management, appraisals, grievance and disciplinary procedures, conduct interviews and the onboarding of new staff members into your team. A key aspect of the role is ensuring that you understand the skills within your team and any training requirements needed to ensure team members are capable of fulfilling their role. As a line manager you should have an understanding of the career ambitions of members of your team and be able to articulate the organisational framework and roles within the business.
• Problem Management – Where issues are escalated, the Service Desk Manager will be that initial point of escalation for the client. They will need to ensure all facts are gathered and appropriate responses are given to the client. The Service Desk Manager has the ability to elevate further up the management chain if required but should aim to resolve all escalated issues at their level.
• Leadership Collaboration – To ensure vital success of your service desk, collaboration with your service desks technical lead and service support lead will be required. Aligning visions and maintaining communication with these key roles to address challenges and meet targets consistently.
• Technical Support – Where appropriate provide technical support to the team, where the Service Desk Manager possesses the relevant technical skills to do so.
• Prioritise Tasks – A key part of the role as Manager would be to ensure that all the work is suitably prioritised and given the required level of attention.
• Manage Shifts – The Service Desk Manager will be responsible for managing the teams and their shift patterns within the sites to ensure that the business is fully covered at all working hours.

Qualifications

• 5 years direct experience within a Service Desk environment.
• Experience of managing a team.
• Experience of working to SLA & KPI measures.

Additional Information

• Passionate about client success.
• Proven ability to be seen as a trusted advisor.
• Able to manage multiple priorities to achieve (exceed!) targets.
• Passionate about technology & how it benefits businesses.
• Process driven and organised / attention to detail.
• Professional and high energy.
• Strong presentation and interpersonal skills.
• Outstanding communication skills, both spoken and written.
• Willing to travel in the UK as needed.
• Proactive, can‑do attitude.