Service Desk Manager

3 days ago

Strood South ME LT, United Kingdom Fire Alarm Full time £40,000 - £45,000 per year

Location: Rochester, Kent

Salary: £40,000 to £45,000 per year

Hours: Full-time, Permanent

Holidays: 22 days + bank holidays (rising by 1 day per year of service)

About Us

We are a well-established and growing fire & security company delivering high-quality service, maintenance and support to commercial clients. As our operations continue to expand, we're looking for an organised and proactive Service Desk Manager to support and lead our office-based team.

The Role

You will manage a small service desk team and act as the link between our engineers, clients and internal departments. This is a key operational role focused on keeping jobs moving, maintaining compliance with client SLAs and ensuring the smooth day-to-day running of the service function.

This position may also suit an experienced senior engineer who is looking to step off the tools while still using their technical knowledge in a management and coordination capacity.

Key Responsibilities

  • Manage, support and develop a small office-based service desk team
  • Oversee the daily engineer diary and allocate work efficiently
  • Review engineer job sheets and assist in preparing remedial quotations
  • Ensure client SLAs are consistently met
  • Monitor job progress and update clients with accurate information
  • Maintain clear service desk records and documentation
  • Contribute to improving processes, scheduling and client communication

What We're Looking For

  • Experience in service desk management, engineering coordination or similar
  • Or: senior fire & security engineer seeking a transition into an office-based leadership role
  • Strong organisational and scheduling skills
  • Confident communicator with a calm and professional manner
  • Ability to lead a small team and prioritise work effectively
  • Good understanding of fire & security systems and industry workflows (advantageous)

What We Offer

  • Up to £45,000 salary
  • 22 days holiday + bank holidays, increasing annually with service
  • Supportive and friendly working environment
  • Long-term stability and career development opportunities

The chance to play a key part in a growing company

Job Type: Full-time

Pay: £40,000.00-£45,000.00 per year

Work Location: In person

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