Service Desk Manager

Job Purpose
Lead the day-to-day operation of the Service Desk, ensuring effective 24/7 coverage, strong service performance, high-quality customer support, and continuous improvement.
Main Responsibilities

Manage daily Service Desk operations, ensuring calls and tickets are handled efficiently and within agreed service levels.
Monitor key performance measures including call volumes, answer rates, abandoned calls, agent availability, SLA performance, ticket quality, and backlog.
Ensure effective 24/7 coverage through rota planning, shift management, absence cover, and fair allocation of shifts.
Monitor individual and team performance, providing coaching, feedback, and support alongside the Service Desk Team Lead.
Act as an escalation point for operational issues affecting service delivery or customer experience.
Produce monthly performance reviews and provide clear updates to the Head of SMO and Service Desk team.
Maintain dashboards and real-time reporting to improve visibility of workload, priorities, and service performance.
Drive continuous improvement, including identifying opportunities to automate repetitive tasks and improve efficiency.
Ensure work completed within and outside ServiceNow is appropriately captured and reported.

Knowledge & Experience

Proven experience managing a Service Desk, IT support, or technical support team.
Good understanding of IT service management, incident management, request fulfilment, SLAs, and escalation processes.
Experience with ITSM tools, phone systems, reporting, and performance monitoring.
Strong people management, coaching, analytical, and stakeholder management skills.
Experience managing rotas and teams within a 24/7 support environment.

Personal Qualities

Accountable, proactive, and customer-focused.
Confident managing priorities and making operational decisions.
Supportive and effective at coaching and developing others.
Data-driven, organised, and detail-focused.
Calm under pressure and comfortable working in a fast-paced environment.
Collaborative and committed to continuous improvement and automation.