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Service Desk Team Manager
Location: Office based – St Ives, Cambridgeshire
Salary: £27,300 pa + Benefits
Job Type: Full time
Hours: Monday to Friday 8:30am – 5pm, On call cover and 1 week in 4 for weekend cover
About Us
At Elogs, we enable our clients to maximise their buildings’ performance by providing support around the clock. With our team of experienced problem solvers and our unrivalled platform, you gain full control of your facilities’ performance. Confidence and reliability isn’t a question - it’s guaranteed.
We give our clients the people and technology they need to manage their assets and deliver outstanding experiences around their built environment. Embedded in your business, we own jobs from start to finish and take full control of your service providers. This empowers you to focus on unlocking the potential of your assets. Freedom - the Elogs way.
About the role
We’re looking for a Service Desk Team Manager to oversee the daily operations of their service desk team, ensuring efficient, high-quality support for clients. You’ll determine and coordinate workflows to drive efficiencies, set priorities, and delegate tasks to ensure timely resolution of technical issues and service requests. By monitoring performance metrics and customer satisfaction, you’ll identify areas for improvement and implement strategies to enhance service delivery.
As our Service Desk Team Manager, you’ll be responsible for growing and developing your team by providing training, mentorship, and fostering collaboration to meet team and business goals.
What you’ll be doing
- Oversee and manage the daily operations of your service desk team, ensuring SLAs and KPIs are achieved for client accounts.
- Set priorities, delegate tasks, and ensure timely resolution of technical issues and service requests.
- Track key metrics like response times and customer satisfaction to evaluate team performance.
- Identify inefficiencies and implement strategies to enhance service delivery and support processes.
- Provide training, mentorship, and support to foster a skilled and collaborative team environment.
- Act as a point of escalationfor client queries and complaints ensuring smooth resolution of complex problems.
- Create, update, and enforce service desk policies, processes and procedures to optimize operations.
- Balance operational efficiency with user satisfaction by maintaining a focus on delivering high-quality service.
- Ensure the team has the necessary tools, systems, and resources to perform effectively.
- Generate and present weekly reports on team performance, challenges, and service desk statistics.
- Collaborating with other Team Managers to ensure ample cover of duties and to work collectively as a team across the Service Desk
- Attend client meetings as and when required
- Provide on-call out of hours escalation support (Nights & Weekends) on a rota basis
About you
- You’re an engaging people manager – you have experience managing and developing a team to deliver outstanding customer satisfaction rates and to develop their careers within a business
- You’re great with customers – you have proven experience providing efficient and high-quality customer service
- You’re a proactive problem solver –you’re curious, you ask why and aim to spot issues before they occur, focussing on implementing solutions
- You’re a great communicator –you listen to customers, and you can adjust your language to suit different audiences
Why join us?
People are at the heart of everything we do. By putting people first, we invest more in developing them alongside creating career growth opportunities and advancement across the division. It is our priority to ensure our employees feel valued and inspired and we commit to supporting you every step of the way.
Our clients expect the best from us, and we expect the same from our colleagues. This is why we offer a wide range of fantastic benefits to support you in both your personal and professional life.
Our Benefits:
- Annual leave: 25 days of annual leave, plus bank holidays.
- Wellbeing: Simply Health plan, gym discounts, and an Employee Assistance Programme.
- Flexibility: Charity days and religious holiday swaps.
- Learning: Online learning resources and professional development support.
- Extras: Cycle-to-work scheme and retail discounts.
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