Service Desk Manager

Service Desk Manager
📍 Location: Isleworth, Middlesex
💼 Type: Permanent, full-time
💰 Salary: 45,000 per annum

We are seeking a proactive and hands-on Service Desk Manager to lead a busy and fast-paced team. This is an excellent opportunity for an experienced professional who thrives in dynamic environments and is passionate about organisation, leadership, and delivering excellent service.

Key Responsibilities

• Lead and manage a team of service desk administrators.

• Coordinate engineer schedules in line with customer requirements.

• Act as a key point of contact for client accounts, maintaining strong relationships.

• Produce monthly reports and track performance metrics.

• Ensure service levels and KPIs are consistently achieved.

• Identify and implement process improvements.

• Liaise effectively between clients, engineers, and internal teams.

Requirements

• Strong communication skills, both verbal and written.

• Highly organised with exceptional attention to detail.

• Previous experience managing a busy service desk or operations team.

• A confident and pragmatic approach to problem-solving and team leadership.

• Background in the security industry (preferred, but not essential).

• Ability to thrive in a fast-paced environment with multiple priorities.