Location: London + Remote

Hours: Full Time

Job Summary

You will be leading our team of helpdesk engineers in an exciting and dynamic environment. This is a role requiring multiple disciplines and skills, and flexibility will be paramount. The customer is always at the heart of everything we do and never more so, than in our service desk environment. The role is critical in driving outstanding customer service. You will be organised and have a methodical, logical, and structured approach. You will motivate, support, and manage the team, ensuring that resources are effectively and efficiently used and the team motivated, focused and achieving targets. You will be a mentor to the team as a whole and particularly to the apprentices as they develop their skills and experience. Communication is key, and you will have the ability to communicate effectively in all areas within the team, with clients and vendors.

You will report to the IT Operations Manager and work closely with the projects and sales teams as required. This is a role that is measured on results. You will be expected to deliver department performance to agreed targets and provide reporting, analysis, and recommendations on a regular basis.

You will lead your team by example, and it is expected that you will have technical skills and experience to provide 2nd/3rd line support to clients and will do so on day-to-day basis.


We are looking for a Service Desk Manager who will

  • Report directly to IT Operations manager
  • Maintain and improve the client experience.
  • Successfully manage and lead the service desk team, instilling a customer service culture that over delivers
  • Effectively manage and develop staff, engineers and subcontractors including conduct, performance, attendance, and capability
  • Review all customer complaints, escalations, rectify issues, and liaise with appropriate departments to provide effective solutions
  • Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are documented and followed and improved where required.
  • Observe service desk operation techniques to determine how effective they are and implement new techniques when old ones are ineffective
  • Liaise with the IT Operations & Account managers
  • Support and drive the team to exceed SLAs
  • Delegate tickets to relevant team members and other teams, ensuring tickets are worked efficiently within the agreed timeframe
  • Partner with the IT Operations Director on staff development paths
  • Understand and work within existing support process and support platforms
  • Vendor Support Portals (Gamma, Exponential-E, Daisy, Openreach,)
  • Provide 2nd/3rd line support services

Required Skills and Experience

  • Previous experience of working for a Managed Service Provider is essential
  • Experience of managing and growing a team within a customer services business by motivating effectively
  • You will collaborate closely with both the sales and Professional Services teams to execute any opportunities for continual improvement
  • Strong influencing and communication skills and an aptitude for attention to detail and the ability to maintain effective control over many tasks in parallel
  • Excellent interpersonal and communication skills
  • Experience of typical incident and major incident management processes, including experience of acting as the main point of contact for senior stakeholders during major incidents
  • Good leadership skills
  • Good problem solving and analytical skills.
  • Strong sense of ownership
  • Good computer skills
  • Good customer service skills
  • Team management experience of at least 2 years
  • Good grounding in Azure and Modern workplace technologies
  • ITIL methodologies

Employment Details

  • 40 hour week, Mon – Fri
  • Remote with an expectation for visits to be made to offices when required

Personal Traits

  • A team player with awareness of priorities and business impact of issues
  • Takes ownership of tasks and completes them
  • Excellent communication skills both written and oral, clearing any ambiguities tactfully and as early as possible
  • Unequivocal attention to detail
  • Confident and comfortable with reporting to all levels of the business
  • Is passionate about technology

To apply, please send your CV with covering letter outlining why you are a great fit for this role plus your salary expectations to careers@bluesaffron.com.

Thank you for your interest in Blue Saffron.