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Service Desk Manager - Software Solutions

Job Title Service Desk Manager - Software Solutions
Contract Type Permanent
Contract Duration
Sectors IT,
Location Edinburgh
Salary £40k - 48k per year
Job Published 3 months ago
Our Reference 24268
Who to Contact James Turley
Contact Email

Job Description

Service Desk Operations Manager / Help Desk Manager – Software Solutions - Edinburgh

I’m looking for a service operations manager for a leading client based in Edinburgh. The role will be responsible for managing the help desk operations to ensure customer satisfaction and SLA’s are adhered to.

The ideal candidate will have experience overseeing a large helpdesk / call centre environment within a software solutions organisation. Experience of delivering to SLAs / ITIL.

Key Responsibilities:

  • Manage and work closely with the Head of Service Delivery and Director of Operations to devise and regularly review / agree on the following Help Centre initiatives / activities:
  • Budgetary cost control
  • KPI’s productivity performance and targets effectively manage individual and team performance; build in regular reviews with team member taking necessary steps to improve overall team performance.
  • SLA Management
  • Team / department objectives
  • Performance efficiency including staff grading and reviews
  • Personnel / Staff performance and headcount forecasting and recruitment
  • Staff development and training
  • Shift working patterns and controls
  • Escalations and complaints
  • Customer feedback measures


  • Experience in a Help Centre / Service Management technical environment (ideally software solutions)
  • Good technical understanding of IT systems
  • Experience of running an application Helpdesk (currently or within past 12 months).
  • Experience of managing a team of at least 20 Helpdesk analysts.
  • Able to build key relationships internally and with external customers.
  • Leadership; provides and communicates inspiration and clear direction for the team which is in line with the organisation’s goals, mission and values.
  • Performance management
  • Communication and team working; works co-operatively with others to achieve a common goal and communicates information in a clear, concise and accurate manner.

Salary is £40-48,000 + benefits

Looking to move ASAP so please send me your latest CV and I will call you to discuss further.

James Turley – IT Recruitment Consultant – – 01384 246 267

Key Words:

Service Operations – Service Delivery – Help Desk – Help Centre – Call Centre – Software Solutions – SLA - ITIL - Service Desk Manager

Ref: 24268 Published: 3 months ago

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