Service Desk Manager

Sevenoaks, Kent | Full-Time

Our client is a leading technology and communications provider, delivering innovative solutions across cloud, connectivity, cybersecurity, and IT support. With a strong reputation for reliability and customer excellence, they partner with businesses to help them thrive in a fast-paced digital world.

We’re looking for an experienced Service Desk Manager to lead a high-performing support team and drive exceptional service delivery. This is a fantastic opportunity for a hands-on leader who thrives in a fast-paced environment and is passionate about delivering outstanding customer experiences.

You’ll play a key role in ensuring SLA performance, improving service quality, and developing a motivated and capable team.

Service Desk Performance

• Monitor workflows, ticket queues, and dashboards to ensure SLA/KPI targets are met
• Analyse reporting data to drive team productivity and service improvements
• Ensure consistent, high-quality customer service delivery

People Leadership

• Lead, coach, and develop a team of support engineers
• Manage appraisals, performance, absence, and disciplinary processes
• Support recruitment, onboarding, and ongoing training

Escalation & Problem Management

• Act as the main escalation point for client issues
• Build strong client relationships and manage expectations
• Work collaboratively to resolve complex issues efficiently

Collaboration

• Partner with technical and service leads to align priorities
• Contribute to continuous improvement across the service desk

Operations & Planning

• Prioritise workloads and manage team capacity
• Oversee shift planning to ensure full service coverage
• Provide hands-on technical support where required

• Proven experience in a Service Desk / IT Support environment
• Previous experience managing or leading a team
• Strong understanding of SLA & KPI-driven environments
• Excellent communication and stakeholder management skills
• A proactive, organised, and process-driven approach
• Passion for delivering outstanding customer service

• Opportunity to lead and shape a high-performing service desk
• Work within a forward-thinking, technology-driven organisation
• Clear career progression and development opportunities
• Collaborative and supportive team environment

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