Service Desk Manager

Service Desk Manager Job Purpose The Service Desk Manager is responsible for the effective day-to-day operation of the university s Estates and Facilities Service Desk, ensuring maintenance requests, job tickets and service reports are accurately recorded, prioritised, allocated and monitored through to completion. The role manages the Service Desk team and coordinates reactive, routine and urgent maintenance requests across multiple in-house maintenance teams and external service providers. It also supports maintenance scheduling, reviews overnight and out-of-hours reports, monitors service performance and provides management information and dashboards to support operational decision-making and continuous improvement, minimising disruption to teaching, research, campus operations and the student experience. Key Responsibilities 1. Service Desk Management and Team Leadership Manage the daily operation of the Service Desk, ensuring an efficient, responsive and customer-focused service. Lead, supervise and support the Service Desk team, allocating workloads, monitoring performance and supporting staff development. Establish consistent processes for receiving, recording, categorising, prioritising and allocating maintenance requests. Promote accountability, teamwork, continuous improvement and high standards of customer service. 2. Job Ticket Management and Allocation Oversee incoming maintenance requests, job tickets and service reports, ensuring accurate recording, ..... full job details .....