EA-RS Group - Service Desk Manager

Join one of the UK's fastest-growing fire and security specialists.

Who we are

EA-RS Group Ltd provides end-to-end fire safety, security, and compliance solutions, helping organisations keep people and buildings safe. We design, install, and maintain critical systems including fire alarms, suppression systems, and security controls across sectors such as healthcare, education, housing, and commercial properties.

About the Role

Job Summary:

Manage a team of engineering administrators and oversee delivery of customer requirements (KPI). Managing the service centre for Belfast.

Core Responsibilities:

• Working with Regional Service Managers to ensure smooth running of service department
• Managing the service centre administrators, by directing, organising and coordinating the day-to-day servicing and maintenance requirements across all disciplines to ensure customer requirements are met.
• Identify any opportunities to improve service delivery methods and procedures and implementing these.
• Highlighting training needs and requesting relevant training
• Ensure intruder alarms are managed efficiently and effectively
• Recruitment for service centre as and when required.
• Monitoring the work streams, review and evaluate work for all service centre team.
• Review and manage outstanding service and maintenance reports which is completed by service centre team.
• Provide regular reports to Support Service Operations Manager for collating information for board meeting.
• Monitoring and analysing KPI (Key Performance Indicators) and ensuring these are met monthly for all customers.
• Ensuring Support Service Operations Manager is kept up to date with service department performance.
• Carrying out one to one meeting with administrators (when required)
• Attend monthly meetings with customers to discuss performance
• Appraisals
• Regular team meetings
• Update reports required for weekly service department meeting with Support Service Operations Manager