Service Desk Supervisor

Posted 6 March by HR GO Recruitment

Service Desk Supervisor

We currently have an opportunity to work with a successful client based in Harlow, who are one of the UK's leading digital TV solution and security system providers as part of their Business Services team in the role of a Service Desk Supervisor.

Working in conjunction with Head of Business Services, Heads of operational business units, Finance functions and other areas of the business to drive positive business performance, the Service Desk Supervisor is accountable for the effective planning, tracking and service reporting of the division's field based resource.

Salary: £28k

Location: Harlow

Hours: 8:30am to 5:30pm - Monday to Friday (1 hour for lunch)


  • Support performance of the field operations via a first class service desk function - driving end to end service excellence with a shared understanding of priorities and via robust communication
  • Lead the service desk, ensuring their objectives and outputs are fully aligned with the requirements of the Engineering operation including resource planning, systems management, Contract & legislative compliance, reporting
  • Accountable for the quality of Administration including call triage & allocation, prioritisation of calls, Engineer scheduling, out of hours service delivery, work status updates, Client portal management and other Administration functions
  • Manage internal systems and processes effectively to ensure services are being delivered according to prescribed timescales and swiftly address any service issues identified
  • Assist in the Contract review process and the development of any improvement plans
  • Manage performance and lead development of own team, providing support and guidance to maintain a team of high performers within the division
  • Works closely with Heads of Operations / Contract Managers / Project Managers / Lead Engineers to source, review and allocate appropriate Engineers ahead of the following day to ensure all Engineering staff are available to mitigate risk of not achieving job allocation
  • Remain calm under pressure, deliver to high performance standards, proactively flag if challenges arise which may impact on quality or timeliness of delivery
  • Communicate effectively with own team setting clear performance expectations, monitoring and reviewing progress against target and providing feedback in a constructive manner
  • An experienced point of contact for Team Leaders and team members being approachable at all times and providing guidance or assistance as required
  • Coach and develop team members in order that each member performs to a consistently high standard
  • Responsible for the training and induction of all new team members
  • Adopt a proactive approach to reviewing team performance and progress meeting minimum weekly with team members recognising high performance and, where performance is below standard, providing training, guidance and support to address

Experience and Skills:

  • A previous Customer Service or operational service delivery role at Team Leader or Supervisory level held in a Call / Contact Centre environment
  • Previous high volume internal and external relationship management an advantage
  • Confident and bubbly personality
  • Must be able to prioritise large workload
  • Excellent, persuasion, negotiating and influencing skills
  • Excellent communication skills (verbal and written)
  • Excellent IT skills including Excel, Outlook, Word and database management - experience of Tesseract 5.1 an advantage
  • Excellent organisation skills and document management essential
  • Ability to work autonomously
  • Commercially aware - able to balance the needs of the business within given budgetary, resource and time constraints; ability to understand financial documents e.g. P&Ls, balance sheets
  • Ability to motivate a team

Application question

Do you have previous Service Desk Supervising or Team Leading experience?

Reference: 34619076

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