Service Desk Manager

Posted 43 minutes 26 seconds ago by Jobtailor

Permanent
Full Time
Other
Essex, Chelmsford, United Kingdom, CM1 1
Job Description
  • Lead Service Desk operations through Team Leaders and Managers, ensuring alignment to KPIs and business objectives
  • Drive rigorous performance management across leadership and individual-agent levels
  • Own and improve SLA adherence, case resolution efficiency, and backlog management
  • Deliver against CSAT targets and improvement plans
  • Execute the omni-channel support model across phone, email, chat, and AI
  • Use ServiceNow, 8x8, Penny, data, insight, and automation to optimise performance and service delivery
  • Ensure governance, reporting, and accountability across operational performance
  • Foster continuous improvement, quality, and customer-centricity
  • Partner with Product, Engineering, and business stakeholders to improve service delivery and customer outcomes
  • Act as the senior operational escalation point and provide performance reporting to senior leadership
Requirements
  • Proven experience leading Service Desk or Customer Support operations and managing multi-layer leadership teams
  • Strong understanding of service management, SLA/KPI delivery, customer experience, and operational performance
  • Experience with ServiceNow, telephony, and AI-enabled support platforms
  • Experience with omni-channel service delivery
  • Excellent analytical, communication, and stakeholder management skills
  • Knowledge of ITIL best practices
  • Highly accountable and data-driven leadership approach
  • Ability to manage competing priorities in a fast-paced environment
Core Competencies

Demonstrates expertise in leading Service Desk operations, focusing on SLA adherence, performance management, and omni-channel service delivery. Proven ability to drive customer satisfaction and continuous improvement through data-driven decision-making and stakeholder collaboration.

Highest-signal resume keywords
  • Service Desk Leadership
  • SLA/KPI Management
  • Omni-Channel Service Delivery
  • ServiceNow Proficiency
  • ITIL Best Practices
ATS Optimization Keywords Hard Skills
  • Performance Management
  • Case Resolution Efficiency
  • Backlog Management
  • Data Analysis
  • Customer Experience Optimization
Soft Skills
  • Analytical Skills
  • Communication Skills
  • Stakeholder Management
  • Accountability
  • Prioritization
Industry Keywords
  • Customer Support Operations
  • Governance
  • Reporting
  • Continuous Improvement
  • Quality Management
Tools & Technologies
  • ServiceNow
  • 8x8
  • Penny
  • AI-Enabled Support Platforms
  • Telephony Systems