Service Desk Manager

Role Overview

We have an exciting opportunity for a Service Desk Manager to join our growing Managed Services team. As part of this role, you will play a pivotal role in leading and supporting a team of Service Desk Consultants and Associates.

The successful applicant will provide extensive service desk experience and leadership skills in support of exceptional client experience and team development to further enhance our service delivery capabilities.

Responsibilities

Team Leadership and Workload Optimisation:

• Encourage a culture of excellence and continuous improvement.
• Provide clear direction and support to lead the Service Desk staff.
• Collaborate with internal stakeholders to optimise resource allocation.

 Team Development and Continuous Improvement:

• Provide mentoring, guidance and training to enhance technical skills and customer service.
• Implement processes for capturing and sharing knowledge across the team.
• Spearhead initiatives for continuous service improvement.

Service Delivery and Customer Relationship Management:

• Lead strategic initiatives to enhance client satisfaction, drive service improvements, and maximise value delivery under managed service contracts.
• Own relationships with clients, generating service review documentation, running monthly reviews and CISP (Continuous Service Improvement Plan) activities.

 Contract Management and Resource Planning:

• Develop a deep understanding of SLA’s within managed service contracts and ensure alignment with client expectations.
• Proactively anticipate resource needs based on client demands, project forecasts and business growth objectives.

About you

• Experience in managing a service desk environment.
• Demonstrable track record of implementing process improvement to enhance service delivery and team productivity.
• Able to build and maintain positive relationships with internal stakeholders and third-party vendors.
• Experienced in taking a strategic approach to service desk operations, anticipating future needs and proactively planning for growth and improvement.
• Committed and motivated to maintaining high standards of quality in service delivery.
• Eligible to obtain Security Clearance (SC). Previous SC Clearance would be advantageous.

 What we look for in our people

• Strong alignment with FSP values and ethos
• Commitment to teamwork, quality and mutual success
• Proactivity with an ability to operate with pace and energy
• Strong communication and interpersonal skills
• Excellent planning and organisational skills
• Dedication to excellence and quality

Who are FSP?

Founded in 2012, FSP Consulting Services (FSP) are a leading digital transformation specialist, combining real world experience in business strategy, change and adoption and digital solution delivery.

As a long-standing Microsoft Solutions Partner, our portfolio of modern workplace, cloud, data, and cyber security offerings, alongside trusted managed services delivery, is driving change for high-profile clients in both the public and private sector.

Our work is founded on the commitment to deliver positive impact for both organisations and their people.

Behind this commitment is a dedicated employee-first strategy, built around our organisation’s core values: human, inclusive, performance driven, and ambitious.

We are proud to have been recognised by Best Companies™ as a 3-star ‘World Class’ workplace (their highest level of accreditation) in 2024, 2023 and 2022. We have also been awarded a No.1 Best Company to Work For in the UK, in the Technology sector and in the South-East (Regional League Table) in 2023.

We have also been recognised three times as No.1 Best Workplace™ in the UK by Great Place to Work®.

Find out more about our awards here: https://fsp.co/awards/

Why work for FSP?

At FSP, we are committed to providing:

• A collaborative and supportive environment in which you can grow and develop your career
• The tools and opportunity to do work you can be proud of
• A chance to work alongside some of the best people in the industry, who always seek to share their knowledge and experience
• Hybrid working – we empower you to make smart choices about when and where to work to achieve great results
• Industry leading coaching and mentoring
• Plus the excellent benefits package we offer at FSP

Equal and Fair Opportunity

FSP is an equal opportunity employer. We consider all applicants for employment regardless of age, disability, sexual orientation, gender identity, family or parental status, race, colour, nationality, ethnic or national origin, religion or belief.

Research suggests that applicants from underrepresented groups are less likely to apply for roles if they do not precisely meet requirements, or if they felt there were clear barriers as to who should apply. If you are excited about a potential role with us but are concerned that you may not be a perfect fit, please do apply, as you may be the ideal candidate for this role or a different vacancy within FSP.

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We endeavour to always provide fair opportunity for applicants to showcase themselves in the best possible way during any interviews or meetings. If you require any adjustments for a call or in-person meeting, please let us know.