Service Desk Manager Location: Derby Salary: Competitive, dependent on experience Hours: Full-time -Hybrid We are recruiting an experienced Service Desk Manager to lead and develop a busy customer-focused support team within a growing organisation. IT industry experience is not essential. We are looking for a strong people manager with experience leading a service desk, helpdesk, customer support or similar service-based team. The Role Lead, motivate and develop a customer-focused support team Manage workloads, resources and day-to-day service delivery Monitor KPIs, service levels and team performance Act as an escalation point for customer and service issues Coach team members and support their ongoing development Build strong relationships with customers and internal stakeholders Review processes and identify opportunities to improve service and efficiency Use performance data and customer feedback to drive improvements Support recruitment and onboarding of new team members Work closely with other departments to resolve issues effectively About You Previous experience managing a service desk, helpdesk, customer support or service delivery team Strong people management and coaching skills Experience working with KPIs and service levels Excellent customer service and communication skills Confident managing escalations and resolving problems Organised, proactive and able to manage competing priorities Experience improving processes and team performance IT or technology sector experience is advantageous but not essentialThis is an excellent opportunity for an experienced service-focused manager to join a growing business where you can develop your team and make a real impact on service delivery. Interested? Send you CV to TurnerFox Recruitment or call for more information