Service Desk Supervisor

Job Category: Customer Services
Job Type: Full Time
Job Location: Ilford


The Service Desk Supervisor’s role is to oversee the entire Service Desk operation and ensure that our customers are receiving the appropriate assistance to their requirements. This includes the responsibility of managing all procedures related to the identification, prioritisation, and resolution of end user service requests, including the monitoring, tracking, and coordination of Service Desk functions. The Service Desk Supervisor will also contribute to problem resolution to our customers. 

Key responsibilities include

  1. Controlling of engineers work schedules and reactive service delivery.
  2. Call Logging of new service requirements.
  3. Answer phones and respond to customer requests. 
  4. Provide customers service information. 
  5. Identify and resolve customer issues.
  6. Follow-up on customer chasers, Overdue jobs.
  7. Controller reports/general reporting/Customers portals.
  8. Attending Meetings.
  9. Being a Key holder.
  10. Covering oohs if required.
  11. Ability to motivate and direct staff members.

Manage the processing of incoming calls to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution our customers.

Position Requirements Knowledge & Experience 

  • Demonstrated progressive experience in working in a busy contact/service centre
  • Exceptional interpersonal skills, with a focus on listening and questioning skills
  • Strong documentation skills
  • Ability to help motivate and being a Team Player
  • Ability to absorb and retain information quickly
  • Keen attention to detail
  • Exceptional customer service orientation
  • Experience working in a team-oriented, at least 2 years
  • Flexibility and adapting to any Company changes


  • Competitive Salary + Overtime opportunity
  • 22 days holiday + Bank Holidays
  • Comprehensive training and development opportunities
  • Pension scheme
  • Opportunities for career advancement within Crystaltech


To apply, please follow these simple steps:

  1. Click on the “Apply Now” button for the Service Desk Supervisor position.
  2. Fill out the application form, providing all the required information.
  3. Upload your CV and a cover letter detailing your relevant experience and why you are interested in joining us.
  4. Click the “Submit Application” button to complete your application.

About Crystaltech

Since its establishment in 1980 by Derek Maher, Crystaltech has been dedicated to providing exceptional service and installation of commercial glass and dishwashers. Over the years, we have grown to become the UK’s largest independent warewashing service company, and our success is grounded in the strong and collaborative relationships we maintain with our valued customers.

With over 43 years of hands-on experience as glasswashing specialists, Crystaltech has emerged as the undisputed market leader in solving even the most challenging warewashing problems.

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Our credentials

Crystaltech holds all industry recognised accreditations, memberships and guarantees

With 43 years experience, Crystaltech is the UK’s largest independent warewashing service company

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