Service Desk Manager

We are looking for an experienced Helpdesk Manager to lead and develop a busy customer support function within a fast-paced Facilities Management environment.This is an excellent opportunity for a motivated leader who thrives on delivering exceptional service, driving operational excellence, and developing high-performing teams. You will be responsible for overseeing Helpdesk operations, ensuring customer enquiries, service requests, and escalations are managed efficiently while maintaining compliance with service level agreements, contractual obligations, and business processes.As Helpdesk Manager, you will lead a team of Team Leaders, providing guidance, coaching, and support to ensure both operational performance and customer satisfaction remain at the highest standards. You will also play a key role in driving continuous improvement, implementing new processes, and enhancing service delivery across the business.Key ResponsibilitiesLeadership and Team DevelopmentLead, motivate, and develop a team of Team Leaders and their Helpdesk teams.Create a culture focused on customer service excellence, performance, accountability, and continuous improvement.Conduct regular performance reviews, one-to-ones, and coaching sessions.Support succession planning and identify development opportunities across the team.Promote employee engagement, wellbeing, and professional growth.Develop leadership capability through mentoring, training, and structured development plans.Operational ..... full job details .....