Service Desk Manager*
Recruitment Agency: Tria Recruitment
Location: Fully Remote
Salary: £45,000 - £50,000
-
Service Desk Manager
Salary: £45,000 - £50,000
Location: Fully Remote
We are representing a leading organisation within the not-for-profit sector that is expanding and centralising its customer service operations. They are now looking for a Service Desk Manager to lead this newly formed central function, ensuring high-quality, consistent, and frictionless support across all channels.
As the Service Desk Manager, you'll play a pivotal role in shaping the structure, standards, and processes of the central service desk. You'll be responsible for driving continuous improvement, ensuring excellent response times, and providing coaching and development to your team and surrounding teams.
Alongside your leadership responsibilities, your day-to-day role may include queue management, issue triage, conducting investigations, and close collaboration with internal teams to resolve complex enquiries. This is an opportunity to help build and mature the new service desk function while overseeing its operational performance and improving overall customer satisfaction.
We're looking for someone who is:
A proactive self-starter with excellent communication skills and the confidence to present ideas
Experienced in customer support operations, including SLAs, queue management, and escalation processes
Able to lead, coach, and develop a team
Analytical, with a data-driven approach to problem-solving and performance improvement
Comfortable working in a fast-paced environment with varied and complex enquiries across multiple functions
It would be a bonus if you have:
Experience with Freshdesk (or similar cloud-based service desk platforms such as Zendesk)
An interest in AI tools and exploring how they can be integrated into the service desk environment
If you're excited by the chance to shape a central service function and drive meaningful improvement, please apply directly and we'll be in touch with more information.
The Work From Home Hub is dedicated to finding and sharing remote and hybrid job opportunities across the UK. The content available on theworkfromhomehub.co.uk is intended for general informational purposes only. While we strive to ensure the information provided is accurate and reliable, we make no guarantees or warranties, expressed or implied, regarding the accuracy, adequacy, validity, reliability, availability, or completeness of the information presented on our site.
Get ongoing support throughout your job search with The Work From Home Hub’s on‑demand Q&A service.
When you join The WFH Hub blog, you gain access to a private Facebook group where you can ask job‑search questions every week, plus over 70 helpful blog posts - all for a one‑time fee of £5.
Whether you need help checking a detail in a job advert, getting a bit of encouragement before an interview, wondering what questions you might be asked, or figuring out where to look for part‑time, evening or term‑time roles, it’s a space designed to support you throughout your search.
This page may contain adverts for products and services tailored to those seeking homebased roles or already working remotely. These adverts help The Work From Home Hub source and share more job opportunities to our community. Support our mission - become a partner today.
