Service Desk Manager

Service Desk Manager

Purpose of the Role

• Lead all field-based activities, with the authority to challenge or change any related tasks.
• Manage customer accounts and scheduling activities, ensuring optimised routes that maximise engineer efficiency and meet/exceed service level agreements.
• Oversee the Service Desk and Field Service teams to ensure operational success.
• Drive customer satisfaction while maintaining a strong focus on health, safety, quality, and colleague engagement.
• Be a proactive, motivated, and customer-focused leader with excellent communication skills

Key Responsibilities for Service Desk Manager

• Work with Operations Director, Senior Management, and Field Teams to plan resources effectively and meet service targets.
• Schedule routes for Field Service Engineers to minimise travel time, maximise productivity, and meet customer expectations.
• Apply engineering best practices to ensure efficient and effective service delivery using root cause methodology.
• Review KPIs, unplanned work, and backlogs to optimise team performance.
• Provide clear communication, feedback, and coaching to Service Desk and Field Service colleagues.
• Deliver direct line management, motivating the team and ensuring best practices and tools are consistently applied.
• Share divisional updates and business communications with Field Service teams.
• Ensure quality control and health & safety requirements are met.
• Produce and analyse performance reports.
• Recommend and implement improvements in scheduling, process efficiency, and cost reduction.
• Lead the development of scheduling strategy and field-based operations.
• Test and implement improvements to scheduling software and related processes.
• Ensure customers consistently receive excellent service delivery across all regions.

Skills & Knowledge Required

• Advanced scheduling knowledge and IT literacy, with a strong interest in technological solutions.
• Analytical and numerate, able to propose flexible alternatives and drive continuous improvement.
• Strong interpersonal and communication skills, with the ability to simplify complex information.
• Highly organised, able to prioritise and meet deadlines under pressure.
• Assertive with the ability to coach, train, and influence others.
• Positive, proactive, and resilient, turning setbacks into opportunities for growth.
• Knowledge of health & safety in the workplace.
• Familiarity with performance management and staff development practices.