Big Red Recruitment
Service Desk Manager
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
Service Desk Manager
Reading | Up to £65,000 + Bonus | Office Based
We’re working with an established B2B SaaS software business looking for an experienced Service Desk Manager to take ownership of its customer-facing support function and lead the next stage of its evolution.
This isn’t a role for someone who simply wants to maintain an existing Service Desk. You’ll be given the autonomy to assess how the function currently operates, develop the strategy for its future and introduce smarter ways of working through AI, automation, self-service and data-driven service management.
The business has a strong customer base, an established customer portal and good-quality service data. The opportunity is to use that foundation to create a more scalable, proactive and commercially valuable support function.
What you'll be doing
- Lead and develop a customer-facing Service Desk team.
- Create and deliver the Service Desk transformation roadmap.
- Identify opportunities to use AI and automation across the end-to-end support process.
- Improve customer self-service, knowledge management and intelligent workflows.
- Move the function from reactive support towards proactive customer management.
- Own and improve SLAs, KPIs, first-contact resolution and customer satisfaction.
- Use support data to identify customer issues, trends and potential risks earlier.
- Act as the senior escalation point for complex customer issues.
- Work closely with Customer Success, Professional Services, Product and Engineering.
- Build a high-performing, continuous-improvement culture within the team.
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
What we're looking for
- Strong experience leading a customer-facing Service Desk, Technical Support or Customer Support function.
- Experience within a SaaS, CRM or software vendor environment would be highly desirable.
- Proven experience using AI and automation to transform or improve service operations.
- The ability to think beyond individual AI tools and identify opportunities to automate complete processes.
- Strong knowledge of SLA/KPI management and service performance reporting.
- A proactive, commercially aware approach to customer service.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
Most importantly, you'll be someone comfortable challenging existing processes, presenting your own strategy to senior leadership and then taking ownership of delivering it.
The opportunity
You'll be joining with a genuine mandate for change. Rather than being handed a predefined transformation plan, you'll have the freedom to assess what works, challenge what doesn't and shape how the Service Desk operates going forward.
Location: Reading – this role is expected to be office-based five days per week due to the leadership and cross-functional nature of the position.
Salary: Up to £65,000 depending on experience, plus performance-related bonus.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills
Location