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Service Desk Manager

Job reference - 358

Location - Sevenoaks, Kent

Salary - £45,000 - £50,000 + excellent benefits

Job type - Permanent

A fantastic opportunity has become available for an experienced Service Desk Manager to join a well-established business, based in Kent.

As Service Desk Manager, you will report directly to the Technical Director, you will be part of a continuing exciting journey and will influence the future strategic direction of the Helpdesk team.

Key skills required for a Service Desk Manager:

  • Proven work experience as a Help Desk Manager.

  • The ability to manage time effectively while setting the tone of the team through modelling and leadership.

  • Hands on experience with help desk and remote-control software.

  • Team management skills and techniques.

  • Experience with performance development / improvement plans to grow and develop the help desk team.

  • A logical and methodical thinker with an analytical approach.

  • Strong understanding of reporting; how to develop and use them to improve productivity / understand trends.

  • Customer-service oriented with a problem-solving attitude.

  • Solid technical background with an ability to give instructions to a non-technical audience.

  • High standards of customer service and an appetite for continual improvement.

  • Excellent written and verbal communications skills, including the ability to be influential and persuasive with stake holders.

  • A high level of attention to detail.

  • A proven ability to build positive working relationships across all areas of the business, internally and externally.

  • A thorough understanding of the strategic vision for the helpdesk and the ability to set the long-term direction of the team.

  • Knowledge and understanding of the relevant industry standards

  • Full UK Driving license required.

Key responsibilities for a Service Desk Manager:

  • Proactively lead, develop, and coach the Helpdesk team, working closely with a growing group of over 25 engineers, from Apprentices up to 3rd Line Engineers, through the entire employee life cycle.

  • Drive continuous improvement by monitoring and managing performance, using techniques such as goal setting, providing constructive feedback, recognising high performance, and identifying learning and development needs.

  • Effectively manage, organize, and allocate Helpdesk resources, ensuring all critical tasks are covered, being proactive and forward thinking in your approach to predict upcoming issues or pressure points.

  • Provide innovative solutions to problems as they arise, offering assistance and guidance to any engineer assigned to the Helpdesk.

  • Identify opportunities to continually improve process and contribute to the implementation of proposed solutions, in line with the business needs, for both internal and clients to continually improve customer satisfaction.

  • Oversee customer relations on behalf of the Helpdesk Management team, liaising with both the customer as a point of escalation and providing feedback when required.

  • Have the ability to multi-task and prioritise, in order to assist Helpdesk engineers with their issues, as well as taking on the more challenging problems that may arise.

  • A strong technical understanding to be able to effectively delegate to the helpdesk team.

  • An appetite to learn and keep up to date with emerging technology’s / trends as well as existing product portfolio.

  • Develop daily, weekly and monthly reports on the help desk team’s productivity and be able to deliver the report(s) to stake holders.

So, if you are an experienced Service Desk Manager and looking for a new challenge within an organisation that puts its staff first then please apply now!


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