Stevenage I Office based 5 days a week I Full-Time 8.30am to 5.00pm Monday to Friday - company may also consider Part-Time reduced hours daily Monday to Friday.

This company provide commercial kitchens and bar fitouts and work with some of the most respected hotels, restaurants and hospitality brands in the country. Due to continued growth, they are now looking for an experienced Service Desk Manager. This is a critical role providing day-to-day management of the Service Desk team ensuring effective diary scheduling, appropriate manning levels, and a consistently high standard of service delivery. Acting as the primary escalation point, you will play a key role in maintaining strong customer relationships while supporting engineers and internal teams to deliver an efficient, well-coordinated service operation. This is a fast-paced role, suited to someone who enjoys ownership, structure, and responsibility. You will take pride in running an organised and high-performing team. And as a growing company, there is genuine opportunity to affect change with your own ideas and methods.

Key responsibilities:

• Provide day-to-day management guidance and support to the Service Desk team, while remaining hands-on within the operation
• Act as the main point of contact for escalations, including directly handling complex or high-priority service issues
• Ensure the Service Desk is always appropriately manned, managing cover, holidays and peak workload periods
• Monitor service performance, standards and workflows, personally ensuring yours and all tasks are completed
• Ensure effective use of the ERP/Field Service Management software, including system “cleanliness” - monitoring and enforcing KPIs to increase efficiency
• Support and coach Service Desk Coordinators to ensure consistent service delivery with joint responsibility for appraisals alongside the Head of Service
• Ensure systems, records and service documentation are kept accurate and up to date
• Work as part of the team processing quotations, raising jobs, purchase orders and closing jobs, ensuring accuracy and consistency

The fit:

• Comfortable leading a team while remaining fully hands-on within the Service Desk operation
• Calm under pressure, structured in your approach, and comfortable acting as an escalation point when things do not go to plan
• Take pride in setting standards through both leadership and example, ensuring accuracy, consistency and accountability across the team
• Previous experience managing a busy service desk or service coordination team, with directly employed field service engineers and sub-contractors

• The ability to prioritise workloads and respond effectively to changing demands
• High attention to detail and a structured approach to processes
• Experience in B2B field service, engineering, construction or hospitality environments (preferred but not essential)

Benefits:

• Support from an award-winning marketing, design, sales and projects team
• Modern, vibrant offices in Stevenage with free parking and less than 10-minute walk to the train station
• 20% discount on EE phone contracts & SIMs
• Cycle-to-work scheme
• Wellbeing Employee Assistance Programme including GP Access
• Company pension & life insurance
• Competitive holiday allowance including Bank Holidays
• Regular team lunches and events, including last Friday of the month take-out
• The opportunity to dine for free at our project sites including fine-dining restaurants and 5* hotels