Service Desk Manager

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.

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)

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

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

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