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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.
