Service Desk Manager
- Hiring from
- Mauritius, United Kingdom
- Work type
- Hybrid
- Posted
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We are – the Rank Group.
From the fun of Mecca Bingo to the experience of Grosvenor Casinos, from in-person to online, from local to global, players love the experiences our famous brands deliver.
We employ almost 8,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing, Property, Finance, Law and Human Resources and many more.
This is such an exciting sector to be part of, bringing entertainment to millions in a culture of opportunity and growth.
Look at our careers site to find out more: https://careers.rank.com/
Job Purpose
Lead the day-to-day operation of the Service Desk, ensuring effective 24/7 coverage, strong service performance, high-quality customer support, and continuous improvement.
Main Responsibilities
- Manage daily Service Desk operations, ensuring calls and tickets are handled efficiently and within agreed service levels.
- Monitor key performance measures including call volumes, answer rates, abandoned calls, agent availability, SLA performance, ticket quality, and backlog.
- Ensure effective 24/7 coverage through rota planning, shift management, absence cover, and fair allocation of shifts.
- Monitor individual and team performance, providing coaching, feedback, and support alongside the Service Desk Team Lead.
- Act as an escalation point for operational issues affecting service delivery or customer experience.
- Produce monthly performance reviews and provide clear updates to the Head of SMO and Service Desk team.
- Maintain dashboards and real-time reporting to improve visibility of workload, priorities, and service performance.
- Drive continuous improvement, including identifying opportunities to automate repetitive tasks and improve efficiency.
- Ensure work completed within and outside ServiceNow is appropriately captured and reported.
Knowledge & Experience
- Proven experience managing a Service Desk, IT support, or technical support team.
- Good understanding of IT service management, incident management, request fulfilment, SLAs, and escalation processes.
- Experience with ITSM tools, phone systems, reporting, and performance monitoring.
- Strong people management, coaching, analytical, and stakeholder management skills.
- Experience managing rotas and teams within a 24/7 support environment.
Personal Qualities
- Accountable, proactive, and customer-focused.
- Confident managing priorities and making operational decisions.
- Supportive and effective at coaching and developing others.
- Data-driven, organised, and detail-focused.
- Calm under pressure and comfortable working in a fast-paced environment.
- Collaborative and committed to continuous improvement and automation.
Join us to unlock benefits and opportunities that will boost your career journey in a vibrant, inclusive and fulfilling work environment – so you can #BeYourself
Wellbeing@Rank is important... From hybrid working and colleague support networks to menopause support and weekly PepTalks, we’re here for you.
We’ll also invest in your growth by providing development opportunities, leadership training and cutting-edge industry certifications so you have the tools and resources to help you work, win and grow with us.
Immerse yourself in new cultures and gain international exposure through our global business. Collaborate with colleagues from around the globe.
From pensions to bonus schemes, and private medical insurance to life insurance – we've got you covered.
*Our benefits vary by brand and/or location. Please have a chat with your local Talent Acquisition specialist to find out what’s in place in your location.
The Rank Group are committed to being an inclusive employer, ensuring that we better understand and meet the needs and requirements of our candidates and customers.
We aim to do this by facilitating fair and equal access to our services. If you require a reasonable adjustment to be made, please reach out to let us know ahead of your interview.
#RankGroup
