Service Desk Manager

JobTitle:Service Desk Manager

Location:Durrington Worthing Hybrid working (minimum 2 days a week in the office)

ContractType:Permanent

Hours:37

Salary:From 55k based on skills and experience

Aboutthe role:

The Service Desk Manageris responsible forleading the day-to-day operation of the Service Desk ensuring high-quality incident and request handling effectivequeueand performance management and resilientfirstlineI.Tsupport for over 4000 internal and external users.

The role provides leadership to 2 Team Leaders and 10 Analysts driving capabilitywellbeingand accountability while improving customer experience through quality assurancefeedbackand continual service improvement.

What you willbe responsible for:

Working across Digital and the wider business the postholder uses service insight and demand data to inform planningrepresentsthe Service Desk in governance and change activity ensures operational readiness for new or changed services andmaintainscompliance with securityriskand data protection requirements.

You will also be enrolled on the on call rota.

• Manage the day-to-day operation of the Service Desk ensuring effective handling of incidents service requestsqueriesand escalations

• Oversee queue management ticket progression aged ticket follow-up workloaddistributionand service continuity

• Ensure tickets are logged categorised prioritised updatedescalatedand resolved in line with agreed standards

• Monitor service performance throughout the daytaking actionwhere demand backlogsabsenceor major incidents affect service levels

• Work with Team Leaders to ensureappropriate rotacoverage shift patternshandoversand resource allocation.

• Ensure the Service Desk providestimelyprofessionaland effective first-line support.

• Own the Service Desk contribution to the incident lifecycle including logging quality updates escalationpathsand closure quality.

• Ensure operational readiness for new or changed services including support models knowledge resolver routes SLAs escalationpathsand Service Desk training.

• Audit a regular sample of calls emails portal interactionschatsand ticket updates where applicable.

• Review professionalism communication quality ticket accuracy troubleshooting approach knowledge use escalationqualityand closure standards.

• Use QA and CSAT outputs to improve knowledge articles scripts templates standard responses onboarding and apprentice support.

Whatyoullbring to the role:

• Strong leadership coaching and people-management skills

• Excellent customer service mindset with a focus on user experience

• Good understanding of core ITSM practices especially Incident Management Request Fulfilment Knowledge Management and Service Level Management

• Strong operational management skills including queue management prioritisationescalationand workload planning

• Strong communicationskills with the ability to engage Analysts IT teamssuppliersand senior stakeholders

• Ability to manage performance support wellbeing and build team capability

• Good understanding of Service Desk tooling

• Awareness of information security accesscontroland data protection responsibilities

• Continuous improvement mindset with the ability to simplify processes and improve service quality

Essential

• ITIL Foundation qualification ideally ITIL 4 or 5

• Experience in automation/automating systems

Desirable

• ServiceNowtraining or certification desirable.

• Customer service qualification desirable.

• Information security or cyber awareness training desirable.

Southern Water is at the forefront of transforming Britains water industry investing significantly to enhance resilience sustainability and service excellence. With 7.8bn planned investment for 2025-30 this is an unparalleled opportunity to join a business committed to delivering a generational shift in the way water services are managed.

You will be joining at a time ofsignificant change working alongside a highly skilled leadership team witha clear visionfor the future. We offer an environment where senior professionals can make a meaningful impact influence major strategic decisions and drive long-term value creation

Our mission is to protect and enhance life through waterand we need passionate people to help us achieve it. Ifyoureinspired by our purpose and believe you can contribute apply today. You dont need to meet every criterion; what matters most is your drive to make a difference.