Hiring Now: Service Desk Manager Near You – Apply Today!

Your Next Service Desk Manager Job Starts Here – Apply Now!

Service Desk Manager

Job Posted: 20 hours ago

Salary: £ 50,000 - 55,000 / Annum
Job Type: Permanent
Location: Egham, Surrey

Expire in: a month

Job Description

Service Desk Manager – Egham – £50,000–£55,000

We are currently recruiting for an experienced Service Desk Manager to join a well-established and growing Fire & Security business based in Egham. Due to continued expansion and increasing customer demand, our client is looking to add a driven and highly organised manager to oversee the daily operational performance of their Customer Service Centre.

This is a fantastic opportunity for an experienced operations or service desk professional within the Fire & Security sector to join a forward-thinking business offering long-term stability, progression opportunities, and a collaborative working environment.

Service Desk Manager – Package & Benefits

• Salary: £50,000 – £55,000 per annum (depending on experience)
• Bonus opportunities
• Pension scheme
• Annual leave entitlement
• Ongoing training & development
• Long-term progression opportunities
• Permanent, full-time position
• Supportive and collaborative working environment
• Location: Egham (office-based)

Service Desk Manager – Role & Responsibilities

• Lead and develop Dispatchers/Planners, Retention Specialists, Sales Order Processors, and Contract Administration teams
• Drive a high-performance culture focused on customer service, operational efficiency, and service quality
• Manage resource planning to maintain SLA performance and operational consistency
• Oversee real-time allocation of Fire & Security engineers to reactive service works
• Ensure emergency and critical system faults are prioritised effectively
• Monitor live job progression to maintain response times and first-time fix performance
• Manage the scheduling and coordination of all planned preventative maintenance (PPM) visits
• Ensure compliance with Fire & Security maintenance standards and servicing requirements
• Review and manage Service and Install WIP alongside operational teams
• Identify ageing or stalled jobs and drive resolution with engineers and management teams
• Ensure accurate job status updates to support reporting, invoicing, and customer communication
• Support timely billing and invoice processing through completion sign-off and billing coordination
• Lead customer retention activity including renewals and proactive customer engagement
• Handle escalated service issues and high-profile customer concerns professionally
• Oversee accurate sales order processing and contract administration
• Ensure contract information, SLA details, asset data, and pricing are maintained accurately
• Own and manage KPIs including SLA adherence, retention, WIP, dispatch efficiency, and PPM completion
• Identify and implement operational improvements across processes and customer touchpoints
• Work closely with Regional Service & Install Managers to ensure aligned service delivery
• Support mobilisation of new contracts and operational change initiatives
• Ensure compliance with Fire & Security industry standards and regulations

Service Desk Manager – Skills & Experience Required

• Previous experience within a Fire & Security, Facilities Management, or Service-led environment
• Strong leadership and team management experience
• Experience managing dispatch, planning, customer service, or operational support functions
• Understanding of service delivery KPIs, SLAs, WIP management, and contract administration
• Excellent organisational and communication skills
• Ability to manage multiple priorities within a fast-paced environment
• Strong problem-solving and customer management abilities
• Proficient with service management systems and operational reporting tools
• Positive attitude, strong work ethic, and self-motivation

Apply Now

If you are an experienced Service Desk Manager looking for a long-term opportunity within a growing Fire & Security business in Egham, please submit your CV today to be considered.

Keywords

Service Desk Manager, Customer Service Manager, Operations Manager, Service Delivery Manager, Fire & Security Manager, Customer Experience Manager, Dispatch Manager, PPM Coordinator, Contract Administration Manager, Service Operations Manager, SLA Management, WIP Management, Fire & Security Operations, Service Coordination, Customer Retention Manager, Fire & Security Service Delivery

Before 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 Service Desk Manager job near me in Egham, Surrey! 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!