Customer Service Desk Manager

System C

Customer Service Desk Manager overseeing support services for health and care technology. Leading a team to ensure high-quality customer experiences while meeting service level agreements.

Posted 5/7/2026full-timeBelfast • 🇬🇧 United KingdomMid-LevelSenior💰 £35,000 - £40,000 per yearWebsite

About the role

Key responsibilities & impact

Managing daily service desk operations, including resource planning and work allocation.
Ensuring service and operational level agreements are consistently met.
Monitoring service channels, collecting performance data, and using insight to improve service quality.
Developing, maintaining, and promoting clear customer-facing support documentation.
Supporting the team to capture accurate and complete information at first contact.
Coaching and developing team members through effective delegation, feedback, and performance management.
Building strong working relationships across support teams to resolve issues efficiently.

Requirements

What you’ll need

Demonstrable experience managing a service desk and leading a customer-facing support team
Strong people management skills, including coaching, conflict management, and performance conversations
Experience working within service or operational level agreements
Confidence influencing and collaborating with stakeholders at all levels
Excellent written and verbal communication skills
A thoughtful, organised approach to documentation, training, and guidance.

Benefits

Comp & perks

Flexible benefits
Opportunities to grow both personally and professionally

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

people managementcoachingconflict managementperformance managementinfluencingcollaborationwritten communicationverbal communicationorganizational skillsdocumentation