Customer Service Desk Manager

Description

At [Employer hidden — sign up to reveal], we create technology that connects health and care, improving outcomes for millions of people. We are looking for a Customer Service Desk Manager to lead our joint Health and Social Care first line service desk and ensure customers receive a responsive, consistent, and high-quality support experience.

The role

This role sits within Technical Support and is responsible for the day-to-day management of the Customer Service Desk. You will lead a team of analysts, plan resources effectively, and ensure customer requests are triaged, tracked, and resolved in line with agreed service levels.

You will be a visible and trusted point of contact, balancing operational delivery with continuous improvement. Working closely with other Support Managers, you will help ensure smooth coordination during incidents and outages, while maintaining clear and timely communication with customers.

What you will be doing

• Managing daily service desk operations, including resource planning and work allocation.
• Ensuring service and operational level agreements are consistently met.
• Monitoring service channels, collecting performance data, and using insight to improve service quality.
• Developing, maintaining, and promoting clear customer-facing support documentation.
• Supporting the team to capture accurate and complete information at first contact.
• Coaching and developing team members through effective delegation, feedback, and performance management.
• Building strong working relationships across support teams to resolve issues efficiently.

What you will bring

• Demonstrable experience managing a service desk and leading a customer-facing support team.
• Strong people management skills, including coaching, conflict management, and performance conversations.
• Experience working within service or operational level agreements.
• Confidence influencing and collaborating with stakeholders at all levels.
• Excellent written and verbal communication skills.
• A thoughtful, organised approach to documentation, training, and guidance.

Why [Employer hidden — sign up to reveal]

You will be part of a mission-driven organisation that values collaboration, ownership, integrity, and continuous improvement. We offer a supportive environment, flexible benefits, and opportunities to grow both personally and professionally.

Apply today and help shape the experience of customers who rely on [Employer hidden — sign up to reveal] systems every day.

At [Employer hidden — sign up to reveal], we prioritise transparency in our job requirements and selection criteria... [remaining equality text]