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Service Desk Team Manager

Service Desk


Career development, continuous improvement and ongoing feedback:

  • Ensure team and individual KPI targets are achieved
  • Assist in designing career paths of the team members and provide the right amount of support and challenge for them to reach their goals
  • Observe and raise training needs for the team, coordinate the training / coaching where needed

Client Relationship

  • Management escalation point for the team
  • Liaises with Client representatives when needed
  • Responsible for complaint management


  • Actively involved in the hiring processes
  • Contribute to recruitment process design and implementation

Resourcing / Scheduling

  • Schedule team shifts according to service levels, staff skill sets, workload trends and leave time
  • Work with Service Desk Manager to efficiently manage team’s time and balance service call duty versus other activities (specific projects, trainings, meetings, events)
  • Coordinate new starter induction and team trainings / workshops so that the service provided to the Customer is not affected

Service Delivery 

  • Ensure processes and practices are followed by the teams and that feedback is provided on improvements
  • Ensure staff are properly trained and briefed to deliver support services to customers



Qualifications and Experience

  • 1-2 years of experience in a similar role
  • Strong written and verbal communication skills in both English and Spanish – successful applicants should be friendly, and able to communicate well at various levels within a business and with end-users of various skills and experience
  • People oriented – able to manage different personalities and take appropriate actions for handling potential conflicts within the teams
  • Calm – able to deal with pressured staff working to deadlines and work shifts.
  • Composed and trustworthy – is seen as a direct truthful individual, can present the unvarnished truth in an appropriate and helpful manner.
  • Admits mistakes.
  • Good command of the Microsoft Office Suite products




Additional Information

Desirable skills:

  • Familiar with IT security standards and concepts
  • Familiar with basic network connection diagnostics
  • Familiar with ITIL concepts and practice (certification is a plus)
  • Prior experience with Service Management Systems in outsourcing environments
  • Understanding of the principles behind Active Directory, DNS, local client networking, and both client-server and hosted web-based bespoke applications

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