Service Desk Manager

The Service Desk Manager is responsible for leading and developing the Technical Services Service Desk, ensuring the consistent delivery of high-quality customer service, operational coordination and contract support across multiple clients and business units.

The role is accountable for creating a professional, customer-focused service operation that acts as the central point of coordination for reactive maintenance, planned maintenance, customer communications, engineer scheduling and service performance.

Working closely with Operational Managers, Account Managers and customers, the Service Desk Manager will drive service excellence, improve operational efficiency and support the continued growth of Technical Services through standardised processes, technology and people development.

Key Responsibilities

Service Delivery

• Lead the day-to-day operation of the Technical Services Service Desk.

• Ensure all customer contacts are managed professionally and within agreed service levels.

• Maintain ownership of incident, request and work order management processes.

• Ensure reactive and planned works are coordinated efficiently.

• Monitor service performance against contractual KPIs and SLAs.

• Manage operational escalations and major incidents.

• Ensure effective communication with customers throughout the lifecycle of work orders.

Operational Leadership

• Lead, coach and develop Service Desk Team Leaders and Coordinators.

• Build a high-performing, customer-focused culture.

• Conduct regular one-to-one meetings and performance reviews.

• Identify training and development needs.

• Manage recruitment, succession planning and resource planning.

Customer Experience

• Act as the operational escalation point for customers.

• Build positive working relationships with key stakeholders.

• Monitor customer satisfaction.

• Investigate complaints and implement corrective actions.

• Promote a “customer first” culture across the service desk.

Performance Management

Own the Service Desk KPI dashboard including:

• Call answer performance

• Response times

• SLA compliance

• Work order completion

• Customer satisfaction

• Engineer utilisation

• Backlog management

• Aged jobs

• Escalation trends

Process Improvement

• Develop and maintain standard operating procedures.

• Standardise service desk processes across all Technical Services contracts.

• Identify opportunities for automation.

• Improve CAFM workflows.

• Lead continuous improvement initiatives.

• Support implementation of new technology and systems.

Resource Planning

• Forecast workload and staffing requirements.

• Ensure appropriate shift and rota planning.

• Support business mobilisation for new contracts.

• Develop cross-training plans to improve operational resilience.

Contract Support

Work closely with Contract Support teams to ensure:

• Purchase Orders

• Quotations

• WIP management

• Customer reporting

• Compliance documentation

• Financial administration

Governance & Compliance

Ensure compliance with:

• Company policies

• Client contractual requirements

• Health & Safety procedures

• Information security requirements

• Quality Management Systems

Key Relationships

Internal

• Vice President of Technical Services

• Divisional Directors

• Contract/Account Managers

• Engineering Managers

• Finance

• Commercial Team

• Compliance Team

External

• Customers

• Suppliers

• Subcontractors

• Client Representatives

• Experience managing a busy Service Desk, Helpdesk or Customer Service operation.

• Experience leading multi-disciplinary teams.

• Strong knowledge of CAFM systems.

• Experience managing KPI and SLA performance.

• Experience within Facilities Management, Building Services or Engineering.

• Experience delivering operational change.

• Excellent stakeholder management skills.

• Strong analytical and reporting capability.

Desirable

• ITIL Foundation or equivalent Service Management qualification.

• Experience of Maximo, Concept, CAFM Explorer or similar CAFM platforms.

• Knowledge of ISO 9001 and continuous improvement methodologies.

• Prince2 or Lean qualification.

We’re proud to offer a great range of benefits including:

• 24/7 GP: Both you and your immediate family can speak to a UK-based GP from the comfort of your own home
• Mental Health support and Life Event Counseling
• Get Fit Programme
• Financial and legal support
• Cycle to work scheme

• Access Perks at Work, our innovative employee app where you can find:

• Perks: discounts, gift cards, cashback, and exclusive offers
• Life: Search for resources and tools on topics ranging from family and life to health, money and work
• Support: Online chat or telephone service for urgent support in a crisis

ABM (NYSE: ABM) is one of the world’s largest providers of integrated facility, engineering, and infrastructure solutions. Every day, over 100,000 team members deliver essential services that make spaces cleaner, safer, and efficient, enhancing the overall occupant experience.

ABM serves a wide range of market sectors including commercial real estate, aviation, mission critical, and manufacturing and distribution. With over $8 billion in annual revenue and a blue-chip client base, ABM delivers innovative technologies and sustainable solutions that enhance facilities and empower clients to achieve their goals. Committed to creating smarter, more connected spaces, ABM is investing in the future to meet evolving challenges and build a healthier, thriving world. ABM: Driving possibility, together.