Service desk lead - remote (UK based)

Service Desk Lead (Fire and Security / FM) Location: Remote (UK-based) - 30k- 50k Competitive + Progression We are working with a growing and highly reputable Fire and Security provider, delivering services across a national, multi-site client base, who are now looking to appoint a Service Desk Lead. This is a key hire for the business, taking ownership of a centralised service desk function and leading a small, remote team. The role offers a clear pathway into a more senior Service Management position as the business continues to scale. The Role This is a hands on leadership position, responsible for the day to day running of the service desk while driving performance, structure, and continuous improvement. You will be managing a team of service desk operators, working closely with engineers and clients, and ensuring the smooth delivery of reactive maintenance, PPM, and small works across multiple sites. Key Responsibilities Lead and manage a remote service desk team (circa 5 operators) Act as the main escalation point for service related issues Coordinate engineers across multi-site, national contracts Oversee high volumes of reactive calls, PPM schedules, and remedial works Ensure SLA/KPI performance is consistently met Manage workflows and reporting through Simpro Drive improvements in service delivery, processes, and systems Maintain strong communication with both clients and internal teams What we need you to have: Proven experience within Fire and Security or ..... full job details .....