Service Desk Manager

We are investing in the future of our service operation, and we are seeking a Service Desk Manager to lead that work.

This is a role for someone who wishes to define how a modern service desk should run: developing the systems, refining the processes, and bringing on the people. You will take ownership of our service management platform and develop it to its full potential, establishing the service level agreements, categorisation and workflows that turn a busy desk into one that is calm, fast and consistent.

It is equally a role about the team you will inherit: experienced, senior technicians who know their craft well. Your purpose is to support them - to remove the administration and distraction from their day, to coach them, and to help each of them do the finest work of their career. You will lead from the front: hands-on, alongside your team, and never apart from the people who do the work.

This is a fully office-based role at our Skipton head office and is not offered on a hybrid basis.

The person we are looking for

We are seeking a particular kind of energy: fast, driven, and almost incapable of leaving a problem unfinished. You do not see a queue of tickets; you see a list of people waiting, and you cannot rest until each one has been resolved properly.

You set the pace of the room. Under pressure you are not observing from a distance - you are within it, calm and decisive, and entirely willing to take up the telephone yourself if that is what secures a customer the answer they need. Your team will take its standard from you.

You are articulate. You can leave a frustrated customer reassured, explain a technical issue in plain language, and handle a difficult conversation with warmth and authority. Above all, you are focused on solutions: you do not set problems aside, you do not pass responsibility to others, and you do not consider anything resolved until it genuinely is.

What you will do

Develop the service desk platform

• Lead the continued development of our service management platform, working with specialist partners and consultants
• Establish clear, fair and measurable service level agreements, and improve categorisation and workflows so that work is logged, prioritised and routed correctly

Coach and develop the team

• Provide training, guidance and regular performance reviews that genuinely help people progress
• Conduct call-levelling sessions and review difficult calls to coach the team and raise standards
• Guide the team on when to escalate or transfer a call

Uphold service quality

• Monitor ticket health daily so that nothing slips, ensuring issues are genuinely resolved rather than set aside
• When something escalates, take hold of it and see it through to a clean conclusion
• Set the standard for fast, professional and courteous service in every interaction

Coordinate delivery

• Keep project timelines on track and coordinate our engineering, cabling and field resource
• Work closely with the sales team so that won orders pass quickly into provisioning and faults are resolved without delay

Do you have a valid Driving License license?, Do you have experience in Technical support?, Essential

• High energy, fast-paced and relentless, with an instinctive reluctance to leave a problem unfinished
• Experience of leading or supporting a service desk or technical team, ideally within a managed service provider, IT or telecoms environment
• A technical mindset - enough to understand the work, assess the quality of a ticket, and earn the respect of the team
• A natural coach and an excellent communicator who handles customers and difficult conversations with warmth and professionalism
• A builder's instinct, comfortable developing systems, processes and people from the ground up
• A leader who leads from the front: hands-on, supportive, and never dismissive of those who do the work
• A full driving licence and a home within approximately one hour of our Skipton office, as this is a fully office-based position

Desirable

• A working knowledge of a professional services automation or service management platform, including service level agreements, categorisation and workflows
• Experience of developing a service platform alongside software vendors or consultants
• Experience across telephony, IT support, cyber security or payment services
• Experience of coordinating field engineers and project delivery
• Relevant certifications, such as ITIL or recognised vendor accreditations, * Are you a person who leads by example and encourages your team?
• Are you a strong communicator and articulate?
• Do you present problems alongside solutions?

Experience:

• Management: 2 years (preferred)
• Leadership: 2 years (preferred)

Pulled from the full job description

• Free parking
• Company pension
• Private medical insurance
• On-site parking, Fully office-based in Skipton · Full-time, permanent Competitive salary plus a performance-related bonus, * A competitive salary, together with a performance-related bonus linked to the results you deliver
• Genuine ownership and the autonomy to shape how our service operation is run
• An independent, reinvesting business with real ambition and a clear plan to achieve it
• Modern tools, and the freedom to make them work as they should
• A warm, close-knit team and continual investment in your professional development, * Company pension
• Free parking
• On-site parking
• Private medical insurance

This July, L A Comms Ltd marks seventeen years in business - seventeen years of genuine independence, and seventeen years of doing this work to a standard we are proud of. We are one of a small number of providers to deliver telecoms, IT support, cyber security and payment services under a single roof, and one of fewer still to own every link in the chain required to do so. We employ our own engineers, cabling team and projects team, and we work directly with the major carriers, with no intermediaries. When we make a commitment to a customer, we are the people who honour it, from the first conversation to the final sign-off. We support organisations of every size, across education, the public sector, the charitable sector and private enterprise. We are Cyber Essentials Plus accredited and working towards ISO 27001, and we reinvest continually in our people and our systems. We are a warm, close-knit and ambitious team, and we intend to be the best in our field.