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Service Desk Manager

1 month ago

Fareham, Hampshire, United Kingdom CBW Staffing Solutions Full time
Job Description

CBW Staffing Solutions is seeking an experienced Service Desk Manager to join their team in Fareham. As a key member of the facilities management team, you will be responsible for leading a team of service desk professionals in delivering exceptional customer service to clients.

  • Key Responsibilities:
  • Team Leadership: Lead a team of service desk professionals in delivering exceptional customer service to clients.
  • Point of Contact (POC): Act as the main point of contact between the service desk and on-site service management, ensuring that all updates are communicated effectively to the team.
  • Client Management: Manage client expectations by ensuring they are kept informed of updates, maintaining a high level of customer satisfaction.
  • Coaching & Mentoring: Provide guidance and support to team members, coaching them to improve their skills and performance.
  • CAFMs Management: Ensure the effective use of CAFM systems (Concept Evolution preferred) to track, log, and manage service requests.
  • Financial Management: Raise quotes and issue purchase orders as needed, ensuring accuracy and alignment with client requirements.
  • Continuous Improvement: Identify opportunities for process improvements, helping the team operate more efficiently and effectively.

Requirements:

  • Service Desk Experience: Minimum of 2 years managing a service desk in a fast-paced environment.
  • Team Management: Proven experience in managing and leading a large team, with a focus on coaching and development.
  • Facilities Management: At least 2 years of experience in the facilities management industry.
  • CAFM System Experience: Experience with CAFM systems (Concept Evolution preferred) for tracking and managing work orders.
  • Financial Proficiency: Comfortable raising quotes and issuing purchase orders, with attention to detail.

What We Offer:

  • Generous Holiday Package: 26 days of annual leave plus bank holidays.
  • Pension Contributions: Employer contributions to help secure your financial future.
  • Career Progression: Opportunities for career growth as the team expands.
  • Professional Development: Access to ongoing professional training and support.
  • Supportive Environment: Be part of a friendly, family-owned business where your contributions are valued.