Service Desk Manager

Company - Construction/Engineering Specialist

Job Title - Service Desk Manager

Location - Dartford

Salary - £40k - £45k (Depending on experience)

We have a new exciting for an experienced Service Desk Manager to join a growing company located in the Dartford area.

The successful candidate will lead the companies support teams, ensuring consistently excellent customer service, SLA compliance, and optimal utilisation of technical resources-maintaining average SLA compliance of better than 95%, PPM adherence of 90%, first time fix rate of better than 75% and with a target engineer utilisation of at least 85%.

Key Responsibilities

• Operational Management & SLA Oversight
• Ensure timely resolution of customer queries and incidents, consistently meeting or exceeding agreed SLAs. Monitor key performance metrics (e.g., first response time, resolution time, customer satisfaction) to drive continuous improvement.
• Resource & Utilisation Planning
• Maintain engineer utilisation at or above an average of 85% through accurate forecasting, dynamic scheduling, load balancing, and capacity planning.
• Team Leadership & Performance
• Recruit, train, mentor, and evaluate your team. Provide coaching, performance reviews, and career development paths to build a motivated and effective team.
• Process Governance & Continuous Improvement
• Design, document, and optimise service desk processes. Conduct regular assessments (SWOT, gap analysis) to identify and implement improvements.
• Reporting & Stakeholder Alignment
• Produce and present regular performance and utilisation reports to senior leadership. Engage with internal teams to align support delivery with business goals and drive operational improvements.
• Customer Service Excellence
• Ensure team delivers timely, clear, courteous, and jargon-free communication. Take ownership of escalated or sensitive cases to maintain customer trust and satisfaction.
• Tools & Budget Management
• Oversee service desk tools (scheduling board, knowledge base, dashboards), manage licence and vendor relationships, and ensure cost-effective operations.

Required Skills & Experience

• Proven leadership experience in managing busy service desk or support operations, ideally within technical or engineering environments.
• Strong understanding of Service Desk Management with experience applying incident, problem, change, and service-level management processes.
• Demonstrated success in meeting SLAs and managing resource utilisation efficiently.
• Excellent communicator-adept at managing internal and customer-facing interactions.
• Proficient in setting and analysing KPIs and performance metrics; experienced with service desk platforms.
• Skilled in creating process documentation and driving continual improvement.
• Budgeting and vendor management experience to oversee tools/licenses within business constraints.
• Customer-focused mindset with the ability to manage escalations and drive satisfaction.