Service Desk Manager

Permanent
Hybrid/Derby (minimum 3 days per week on site)
Salary: £45000/£50000 p/a

About the Role:

Seeking a committed and customer-centric Customer Service Desk Manager (CSDM) to lead and inspire the growing service desk team.
This role will report directly to the Head of Service Delivery, you will play a pivotal role in managing the efficiency of the Service Desk while delivering exceptional customer experiences.
If you have a background in managing technical service functions, whether in payments, retail tech, logistics, or similar high-transaction environments, we encourage you to apply.

You will lead a team in troubleshooting and managing payment systems like Point of Sale (POS) systems, mobile payments, and payment gateways. While payments experience is beneficial, transferable experience from similar technical or operational environments is also considered. You will be someone who thrives in a fast-paced, customer-first environment.

Key Responsibilities:

Ensure the Service Desk operates efficiently and securely, aligning with both business goals and compliance with industry standards.

Lead, inspire, and coach the Service Desk team, encouraging high performance in troubleshooting systems.

Manage escalations, resolve technical issues (eg, transaction failures, reconciliation errors), and drive first-class support across multiple customer touchpoints.

Use metrics like transaction success rates to identify trends and opportunities for improvement.

Key Requirements:

Proven experience leading and developing high-performing Service Desk teams in payments or equivalent industries (eg, Retail tech, Logistics, SaaS).

Demonstrated ability to manage and troubleshoot high-volume transaction environments.

Familiarity with or experience in payment security standards eg, PCI-DSS or similar security standards in adjacent industries.

Strong communication and leadership skills, with the ability to motivate and manage a team.

For further information please contact Jenny Saban on (see below)