Service Desk Supervisor/Manager

• Service Desk Supervisor/Manager
• Location: Stevenage
• Contract: Full-Time, 12-month Fixed Term Contract
• Start Date: Ideally within the next 4–6 weeks

My client is seeking an experienced Service Desk Supervisor / Manager to lead their Service Desk function on a 12-month fixed-term basis. This role is crucial for maintaining high standards of service delivery and effective management of their service operations.

Day-to-Day of the Role:

• Provide day-to-day supervision and support to the Service Desk team, ensuring hands-on involvement in operations.
• Oversee service diary scheduling, coordinate jobs and engineers, and act as the main point of contact for escalations.
• Handle complex or high-priority service issues directly, resolving them efficiently and professionally.
• Ensure the Service Desk is appropriately manned, managing cover for holidays and peak workload periods.
• Process quotations, raise jobs, issue purchase orders, and close jobs, ensuring accuracy and consistency.
• Monitor service performance, standards, and workflows, ensuring all tasks are completed to a high standard.
• Support and coach Service Desk Coordinators to ensure consistent service delivery.
• Maintain strong communication with engineers, customers, and internal stakeholders.
• Ensure systems, records, and service documentation are kept accurate and up to date.

Required Skills & Qualifications:

• Proven experience supervising or managing a service desk or service coordination team.
• Strong organisational and diary-management skills.
• Confident, professional communication style.
• Ability to prioritise workloads and respond effectively to changing demands.
• High attention to detail and a structured approach to processes.
• Good IT aptitude and confidence working with internal systems.
• Experience in service, engineering, construction, or hospitality environments is preferred but not essential.

Benefits:

• Support from an award-winning team, allowing you to focus on your role.
• Modern, vibrant offices in Stevenage with free parking and proximity to the train station.
• 20% discount on EE phone contracts & SIMs.
• Cycle-to-work scheme.
• Wellbeing Employee Assistance Programme.
• Company pension & life insurance.
• Competitive holiday allowance including Bank Holidays.