Help Desk Manager

Description

As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You’ll manage the internal tracking system, overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery.

• Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.
• Liasing with Engineers- PPM Management
• Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs
• Team Management: Lead, motivate, and manage a team of helpdesk operatives who handle Maintenance calls and numerous email requests.
• Generating reports to ensure that SLA targets are achieved and Co-ordinators are managing their time effectively and efficiently
• Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
• Dealing with any Customer Issues to ensure an excellent service is provided at all times
• Assist with complex works offering advice on process.
• Ensure Helpdesk Operatives are carrying out the Correct Processes when completing jobs and updating the System and further works etc
• Updating the system with any changes
• Implementing positive changes to the Helpdesk
• Overseeing Quotes and Budget Reporting
• Schedule Weekly and monthly Meetings with Help Desk Staff to discuss clients progress and issues.
• Facilities Helpdesk Management- Managing a Team of Facilities Helpdesk Operatives
• Work closely with the Operations Manager to train new and existing staff
• Performance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
• Ensuring the Smooth and Efficient running of the Helpdesk
• Managing Annual Leave and Sickness to ensure the Helpdesk is always covered sufficiently
• Conduct Weekly/fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and process.
• Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
• Allocating jobs and managing the level of jobs coming through and ensuring all the information is correct
• Monthly meetings to report on Help Desk targets, progress, and any issues that may arise.
• Managing the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctly
• Ensure all jobs are scheduled and updated before close of business.
• Ensure Help Desk Management and Supervision is always available.
• Attend and participate in Operations meetings.

Requirements

This is a great role for a candidate with prior experience as a Helpdesk Manager within Facilities Management.

• Excellent Customer service ensuring our clients are always updated with any changes

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance