Job Description

Posted 3 weeks ago

Are you a people-focused leader who thrives in fast-paced, customer-driven environments? We're looking for a Head of Service Desk to join our award winning client on a permanent basis to lead their talented Service Desk teams and ensure the delivery of exceptional customer support.

In this key role, you'll oversee the day-to-day running of a 24/7 Service Desk, making sure customer SLAs and KPIs are met and exceeded: inspiring and coaching the team leaders and support staff, driving continuous improvement, and ensuring the smooth delivery of services to customers.

You'll act as a trusted point of escalation, keeping calm under pressure, communicating clearly, and helping your teams find solutions quickly and efficiently. You'll play a key part in shaping how our client delivers outstanding service.

What you'll be doing:

Lead, motivate, and develop the Service Desk teams to deliver top-tier support.
Ensure SLAs and KPIs are consistently achieved.
Manage rotas and workloads to keep 24/7 coverage running smoothly.
Drive process improvements and promote a culture of continuous learning.
Provide regular reporting and insight to senior leadership.
Support new contract transitions and key operational initiatives.What we're looking for:

Proven experience managing a busy 24/7 Service Desk.
Strong leadership, communication, and organisational skills.
Passionate about customer service and team development.
Skilled at problem-solving, prioritising, and staying calm under pressure.
ITIL v4 certification (or equivalent experience) is essential.Salary & Benefits:

Salary will be circa 50-55k dependant on experience, plus excellent benefits including 34 days holiday per year (including bank holidays), private healthcare insurance, group income protection & life assurance