Service Desk Team Manager Location: Office based St Ives, Cambridgeshire Salary: £27,300 pa + Benefits Job Type: Full time Hours: Monday to Friday 8:30am 5pm, On call cover and 1 week in 4 for weekend cover About the company The company enables their clients to maximise their buildings performance by providing support around the clock.
With our team of experienced problem solvers and their unrivalled platform, you gain full control of your facilities performance.
Confidence and reliability isnt a question - its guaranteed.
The company gives their clients the people and technology they need to manage their assets and deliver outstanding experiences around their built environment.
Embedded in your business, they own jobs from start to finish and take full control of your service providers.
This empowers you to focus on unlocking the potential of your assets.
About the role Theyre looking for a Service Desk Team Manager to oversee the daily operations of their service desk team, ensuring efficient, high-quality support for clients.
Youll determine and coordinate workflows to drive efficiencies, set priorities, and delegate tasks to ensure timely resolution of technical issues and service requests.
By monitoring performance metrics and customer satisfaction, youll identify areas for improvement and implement strategies to enhance service delivery.
As their Service Desk Team Manager, youll be responsible for growing and developing your team by providing training, mentorship, and fostering collaboration to meet team and business goals.
What youll be doing Oversee and manage the daily operations of your service desk team, ensuring SLAs and KPIs are achieved for client accounts.
Set priorities, delegate tasks, and ensure timely resolution of technical issues and service requests.
Track key metrics like response times and customer satisfaction to evaluate team performance.
Identify inefficiencies and implement strategies to enhance service delivery and support processes.
Provide training, mentorship, and support to foster a skilled and collaborative team environment.
Act as a point of escalationfor client queries and complaints ensuring smooth resolution of complex problems.
Create, update, and enforce service desk policies, processes and procedures to optimize operations.
Balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service.
Ensure the team has the necessary tools, systems, and resources to perform effectively.
Generate and present weekly reports on team performance, challenges, and service desk statistics.
Collaborating with other Team Managers to ensure ample cover of duties and to work collectively as a team across the Service Desk Attend client meetings as and when required Provide on-call out of hours escalation support (Nights & Weekends) on a rota basis About you Youre an engaging people manager you have experience managing and developing a team to deliver outstanding customer satisfaction rates and to develop their careers within a business Youre great with customers you have proven experience providing efficient and high-quality customer service Youre a proactive problem solver youre curious, you ask why and aim to spot issues before they occur, focussing on implementing solutions Youre a great communicator you listen to customers, and you can adjust your language to suit different audiences Why join them?
People are at the heart of everything they do.
By putting people first, they invest more in developing them alongside creating career growth opportunities and advancement across the division.
It is their priority to ensure their employees feel valued and inspired and they commit to supporting you every step of the way.
Their clients expect the best from them, and they expect the same from their colleagues.
This is why they offer a wide range of fantastic benefits to support you in both your personal and professional life.
Benefits: Annual leave: 25 days of annual leave, plus bank holidays.
Wellbeing: Simply Health plan, gym discounts, and an Employee Assistance Programme.
Flexibility: Charity days and religious holiday swaps.
Learning: Online learning resources and professional development support.
Extras: Cycle-to-work scheme and retail discounts.
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