Service Desk Manager

Safetell Limited is a business with more than 30 Years of history and experience helping our customers physically protect what is important to them.

We design, manufacture, install and maintain security rated doors, walls, screens and counters as well as products that help protect during the transfer of cash and other assets. In recent years we have successfully entered the entrance control market, providing some of the UK’s largest businesses with Speed Gates,Turnstiles, Security Portals and Pass Doors as well as providing maintenance services for these products and of Automatic Doors/Roller Shutters & Gates/Barriers.

Our customer base is diverse, we have completed works for Retail Banks, Central Banks, many of the UK’s largest Supermarket Chains, Utilities, multiple Police Forces, the NHS, The Prison Service, The FCO, The Home Office and Datacentres to mention a few. Our orders come direct, through consultants and architects, as well as through construction and FM.

The business is growing fast and to support this growth we now seek a Service Desk Manager to lead the customer service team to exceed customers expectations in a fast-growing service desk.

Responsible to: Head of Customer Delivery
Location: Dartford
Hours of Work: 35 Hours per Week

Job Outline:

The Service Desk Manager will lead the support teams, ensuring consistently excellent customer service, SLA compliance, and optimal utilisation of technical resources—maintaining average SLA compliance of better than 95%, PPM adherence of 90%, first time fix rate of better than 75% and with a target engineer utilisation of at least 85%.

Key Responsibilities

• Operational Management & SLA Oversight
  Ensure timely resolution of customer queries and incidents, consistently meeting or exceeding agreed SLAs. Monitor key performance metrics (e.g., first response time, resolution time, customer satisfaction) to drive continuous improvement.
• Resource & Utilisation Planning
  Maintain engineer utilisation at or above an average of 85% through accurate forecasting, dynamic scheduling, load balancing, and capacity planning.
• Team Leadership & Performance
  Recruit, train, mentor, and evaluate your team. Provide coaching, performance reviews, and career development paths to build a motivated and effective team.
• Process Governance & Continuous Improvement
  Design, document, and optimise service desk processes. Conduct regular assessments (SWOT, gap analysis) to identify and implement improvements.
• Reporting & Stakeholder Alignment
  Produce and present regular performance and utilisation reports to senior leadership. Engage with internal teams to align support delivery with business goals and drive operational improvements.
• Customer Service Excellence
  Ensure team delivers timely, clear, courteous, and jargon-free communication. Take ownership of escalated or sensitive cases to maintain customer trust and satisfaction.
• Tools & Budget Management
  Oversee service desk tools (scheduling board, knowledge base, dashboards), manage licence and vendor relationships, and ensure cost-effective operations.

Required Skills & Experience

• Proven leadership experience in managing busy service desk or support operations, ideally within technical or engineering environments.
• Strong understanding of Service Desk Management with experience applying incident, problem, change, and service-level management processes.
• Demonstrated success in meeting SLAs and managing resource utilisation efficiently.
• Excellent communicator—adept at managing internal and customer-facing interactions.
• Proficient in setting and analysing KPIs and performance metrics; experienced with service desk platforms.
• Skilled in creating process documentation and driving continual improvement.
• Budgeting and vendor management experience to oversee tools/licenses within business constraints.
• Customer-focused mindset with the ability to manage escalations and drive satisfaction.

Why Join Us

A pivotal role in a growing business with a strong heritage in physical security solutions. Autonomy to shape the service desk strategy and drive measurable improvements. Competitive salary, performance-based incentives, and supportive team culture. Opportunity to make a real impact by ensuring high service quality and resource efficiency.

Find out more about Safetell