Job Description
We are looking for an experienced service desk leader who can set clear direction, maintain performance against KPIs, and work collaboratively within the wider service delivery function.
Operating on a 4-on, 4-off night shift pattern (21:00 - 08:00), this role requires someone who thrives in a fast-paced, high-pressure environment and can ensure seamless service across shifts and contracts.
Key Responsibilities
Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service Achieve contractual and business KPIs and service targets Ensure procedures are followed to identify the best course of action for customers and the business Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs Monitor, review, and manage staff performance on an ongoing basis Escalate and...