Service Desk Manager

Salary: £45,000 - £50,000

Location: Fully Remote

We are representing a leading organisation within the not‑for‑profit sector that is expanding and centralising its customer service operations. They are now looking for a Service Desk Manager to lead this newly formed central function, ensuring high‑quality, consistent, and frictionless support across all channels.

As the Service Desk Manager, you'll play a pivotal role in shaping the structure, standards, and processes of the central service desk. You'll be responsible for driving continuous improvement, ensuring excellent response times, and providing coaching and development to your team and surrounding teams.

Alongside your leadership responsibilities, your day‑to‑day role may include queue management, issue triage, conducting investigations, and close collaboration with internal teams to resolve complex enquiries. This is an opportunity to help build and mature the new service desk function while overseeing its operational performance and improving overall customer satisfaction.

We're looking for someone who is:

A proactive self‑starter with excellent communication skills and the confidence to present ideas
Experienced in customer support operations, including SLAs, queue management, and escalation processes
Able to lead, coach, and develop a team
Analytical, with a data‑driven approach to problem‑solving and performance improvement
Comfortable working in a fast‑paced environment with varied and complex enquiries across multiple functionsIt would be a bonus if you have:

Experience with Freshdesk (or similar cloud-based service desk platforms such as Zendesk)
An interest in AI tools and exploring how they can be integrated into the service desk environmentIf you're excited by the chance to shape a central service function and drive meaningful improvement, please apply directly and we'll be in touch with more information