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Job Types: Full-time, Permanent

Location: Fareham

As the Service Desk Manager, you will oversee the service desk team and ensure smooth communication between the desk and on-site service management. You’ll play a key role in maintaining service quality and managing client expectations. This position 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: 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.

Key Skills/Experience:

* Service Desk Experience: Minimum of 2 years managing a service desk in a fast-paced environment – Essential.

* 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 – Essential.

* 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:

* 26 days of annual leave plus bank holidays.

* Pension Scheme- Employer contributions to help secure your financial future.

* Opportunities for career growth as the team expands.

* Access to ongoing professional training and support.

* Be part of a friendly, family-owned business where your contributions are valued.

If you're a skilled Service Desk Manager with a passion for leading teams and delivering excellent service, we want to hear from you! Apply now to join our thriving business and take your career to the next level.

Education:

* GCSE or equivalent (preferred)

Experience:

* Facilities maintenance: 2 years (required)

* Supervisory / Management: 2 years (required)