Hiring Now: Head of Service Desk Near You – Apply Today!
Your Next Head of Service Desk Job Starts Here – Apply Now!
Head of Service Desk
Job Posted: a day ago
Salary: £ 50,000 - 55,000 / Annum
Job Type: Permanent
Location: Cardiff
Expire in: a month
Job Description
Are you a people-focused leader who thrives in fast-paced, customer-driven environments? We're looking for a Head of Service Desk to join our award winning client on a permanent basis to lead their talented Service Desk teams and ensure the delivery of exceptional customer support.
In this key role, you'll oversee the day-to-day running of a 24/7 Service Desk, making sure customer SLAs and KPIs are met and exceeded: inspiring and coaching the team leaders and support staff, driving continuous improvement, and ensuring the smooth delivery of services to customers.
You'll act as a trusted point of escalation, keeping calm under pressure, communicating clearly, and helping your teams find solutions quickly and efficiently. You'll play a key part in shaping how our client delivers outstanding service.
What you'll be doing:
Lead, motivate, and develop the Service Desk teams to deliver top-tier support.
Ensure SLAs and KPIs are consistently achieved.
Manage rotas and workloads to keep 24/7 coverage running smoothly.
Drive process improvements and promote a culture of continuous learning.
Provide regular reporting and insight to senior leadership.
Support new contract transitions and key operational initiatives.What we're looking for:
Proven experience managing a busy 24/7 Service Desk.
Strong leadership, communication, and organisational skills.
Passionate about customer service and team development.
Skilled at problem-solving, prioritising, and staying calm under pressure.
ITIL v4 certification (or equivalent experience) is essential.Salary & Benefits:
Salary will be circa 50-55k dependant on experience, plus excellent benefits including 34 days holiday per year (including bank holidays), private healthcare insurance, group income protection & life assuranceBefore You Apply
Do not include the following in your job application, CV, or cover letter:
- Bank details.
- National Insurance number.
- Date of birth.
You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.
Looking for your next career move? Join a top company hiring Head of Service Desk job near me in Cardiff! This is your chance to work on exciting projects, grow professionally, and enjoy a rewarding career with competitive pay and excellent benefits. Whether you're an experienced professional or looking to take the next step, this role offers the perfect opportunity to enhance your skills and make an impact. Don’t miss out—apply today via Vita CV and take your career to the next level!
© Vita CV: Registered in England and Wales (16187919).