Service Desk Manager

**Service Desk Manager – Cmputoer Support & Services Provider – Surrey – £50,000 – £60,000 + Benefits**

A rapidly expanding Managed Services Provider seeks an experienced Service Desk Manager to support multiple desks (both shared and dedicated) with a combined team of over 40 Support Analysts/Engineers; as Service Desk Manager, you would be responsible for ensuring all service levels are met, and that customer expectations are reached or exceeded.

You would act as the second point of escalation for the multiple service desk team leaders as well as holding line/performance management responsibilities for the teams; you will produce reports and provide analysis to highlight performance issues and trends.

There will be an aspect of assisting the Head of Service and the Service Delivery Manager with management and application of the Major Incident Process and both reactive and pro-active problem/change management. You may also work with the Project or Transition Managers during the transitioning of new services into the shared desk teams.

Key Responsibilities:

  • To manage team performance, including conducting Team Leaders one to ones and appraisals, identifying training and development requirements as required.
  • You will have proven team leadership experience
  • Objective and KPI management
  • Ensure that all Customer Incidents and Service Requests are owned through to completion and are recorded and managed in adherence to the multiple dedicated and shared desks Services processes, policies and standards.
  • Major Incident Management including all customer communication, activities and escalations.
  • Review analysis information on incidents and Service Requests, proactively identifying recurring issues and Problem areas that will help drive through efficiency.
  • Provide input into the Monthly Service Review reports.
  • Representing Group Services at Change boards, acting as a change approver and determining the impact of Customer led changes on the multiple dedicated and shared desks. Proactively manage and communicate Group Services led Changes and associated risks to our customers, seeking appropriate customer approval when required.
  • Manage new services into the team by working with the Transition/Project Manager Manage resource levels within the teams including the management of Staff Rotas, holidays and other absence to ensure training is provided.
  • Support and develop the multiple dedicated and shared desks, providing the secondary point of escalation.
  • Keep the team up to date on new procedures/software/customer changes.
  • Assist where applicable training workshops and arrange training materials.
  • Responding to multiple dedicated and shared desks escalations and complaints, escalating further where unable to resolve.
  • To jointly work with multiple dedicated and shared desks within the Group to generate good working councils that allows the relationship to grow.
  • Attend and run with the Head of Service fortnightly Account reviews with the Account and Service Delivery Manager.


The Service desks are currently undergoing a change towards ITSM – as such, an ITIL certification is essential, as is experience implementing changes. In addition, the idea candidate would have the gravitas and strong personality required to drive change.

  • Overhaul of service desk
  • Improve Telephony and Incident SLAs
  • Improve technician average ticket throughput
  • Implement and enforce standards of service delivery to the teams
  • Drive knowledge acquisition and documentation
  • Drive shift left of ITSM


  • 5 yrs. Service Desk Manager Experience (Essential)
  • Experience overseeing Problem, Change and Knowledge management.
  • ITSM strategy for 1st and 2nd Line
  • Creating new dedicated desks and onboarding/transitioning new clients
  • Creating Service related MI
  • ITIL V3.0 Foundation (Essential)
  • ITIL Service Operations (Desirable)

**Service Desk Manager – Computer Support & Services Provider – Surrey – £50,000 – £60,000 + Benefits**

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Job Reference: Ser.DeskMan.Croydon


Salary per: Annum

Job Duration: 6 months

Job Start Date: ASAP

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