Service Desk Operations Manager

7 days ago

Fareham, Hampshire, United Kingdom Invictus Group Full time

Service Desk Operations Manager

At Invictus Group, we are seeking a highly skilled Service Desk Operations Manager to oversee the service desk team and ensure smooth communication between the desk and on-site service management. This key role requires strong leadership, excellent people skills, and the ability to manage a team in a fast-paced facilities management environment.

Key Responsibilities:

  • Team Leadership: Support the Service Desk Leads in managing the day-to-day operations of the service desk, ensuring the team delivers exceptional service.
  • 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 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.

Key Skills/Experience:

Our ideal candidate will possess strong leadership skills, excellent communication skills, and the ability to manage a team in a fast-paced environment. Experience with CAFM systems and financial management is highly desirable.

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