Service Desk Manager

EA-RS Group - Service Desk Manager

Join one of the UK''s fastest-growing fire and security specialists.

Who we are

EA-RS Group Ltd provides end-to-end fire safety, security, and compliance solutions, helping organisations keep people and buildings safe. We design, install, and maintain critical systems including fire alarms, suppression systems, and security controls across sectors such as healthcare, education, housing, and commercial properties.

About the Role

Job Summary:

Manage a team of engineering administrators and oversea delivery of customer requirements (KPI).- Managing the service centre for Belfast

Core Responsibilities:

• Working with Regional Service Managers to ensure smooth running of service department
• Managing the service centre administrators, by directing, organising and coordinating the day-to-day servicing and maintenance requirements across all disciplines to ensure customer requirements are met.
• Identify any opportunities to improve service delivery methods and procedures and implementing these.
• Highlighting training needs and requesting relevant training
• Ensure intruder alarms are managed efficiently and effectively
• Recruitment for service centre as and when required.
• Monitoring the work streams, review and evaluate work for all service centre team.
• Review and manage outstanding service and maintenance reports which is completed by service centre team.
• Provide regular reports to Support Service Operations Manager for collating information for board meeting.
• Monitoring and analysing KPI (Key Performance Indicators) and ensuring these are met monthly for all customers.
• Ensuring Support Service Operations Manager is kept up to date with service department performance.
• Carrying out one to one meeting with administrators (when required)
• Attend monthly meetings with customers to discuss performance
• Appraisals
• Regular team meetings

Update reports required for weekly service department meeting with Support Service Operations Manager

(The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the organisation and the overall business objectives of the organisation.)

Key Competencies of experienced jobholder

Extensive experience of co-ordinating reactive and planned preventative maintenance services support and solutions.

A systematic approach to solving complex problems.

Strong attention to detail and able to identify errors swiftly.

Highly effective verbal/written communication.

A professional and high level of interpersonal skills at all levels.

Able to deal with all members of staff, clients and suppliers in a professional manner.

Experience

Proven experience in the industry along with a track record to demonstrate competence is essential.

Have an understanding of British Standards (I.E BS5839, SP203, SSAIB) and the reporting requirements.-

Able to work under pressure and prioritise workloads, maintaining excellent levels of customer service at all times.

Ability to work well on your own or as part of a team.

HR/ H&S

Undertake all H&S training as requested / required by the company.

Follow the Company handbook, policies & procedures at all times.

Why Join Us?

• Attractive salary package
• Excellent training and development opportunities
• Pension scheme
• Opportunity to grow within a supportive and expanding business

EA-RS Group Ltd is an inclusive employer committed to equality, diversity, and creating a culture where everyone feels valued and supported. We welcome applications from individuals of all backgrounds and experiences.