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. Service Desk Manager – 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) Service Desk Manager – 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 Service Desk Manager – 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 Apply Now If you are an experienced Service Desk Manager looking for a long-term opportunity within a growing Fire & Security business in Egham, please submit your CV today to be considered. Keywords Service Desk Manager, Customer Service Manager, Operations Manager, Service Delivery Manager, Fire & Security Manager, Customer Experience Manager, Dispatch Manager, PPM Coordinator, Contract Administration Manager, Service Operations Manager, SLA Management, WIP Management, Fire & Security Operations, Service Coordination, Customer Retention Manager, Fire & Security Service Delivery