About this role
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:
Ready to lead a 24/7 Service Desk where great service and continuous improvement go hand in hand?
We’re looking for an experienced Service Desk Manager to take ownership of our day-to-day Service Desk operation, leading the team, improving performance and ensuring our customers receive consistently great support.
What you’ll be doing
- Lead the daily operation of a 24/7 Service Desk, including rotas, coverage and workload.
- Drive performance across SLAs, ticket quality, call handling and backlog management.
- Coach and develop the team, creating a high-performance, customer-first culture.
- Act as the key escalation point when service issues arise.
- Use dashboards and data to identify trends and improve performance.
- Drive automation and continuous improvement across the Service Desk.
- Ensure activity is accurately captured and reported through ServiceNow.
What we’re looking for
- Proven experience leading a Service Desk, IT Support or Technical Support team.
- Strong understanding of IT service management, incidents, requests, SLAs and escalations.
- Experience managing teams and rotas within a 24/7 environment.
- Confident using ITSM tools, reporting and performance data.
- A strong people leader who is calm under pressure, organised and customer-focused.
Why join us?
This is your chance to do more than manage tickets. You’ll shape how the Service Desk operates, develop the team and find smarter ways to deliver a faster, better service.
Sound like you? We’d love to hear from you.
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
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