Help Desk Manager

HELP DESK MANAGER

As Helpdesk Manager, you will be the driving force behind the team, ensuring the achievement of KPIs and meeting the needs of both our internal and external customers.

Your role will involve the adaptation and development of procedures to always ensure the highest quality of service. Efficiency and effectiveness is key, and you will be the champion of these within the helpdesk service. Inheriting a Safety First value, you ll ensure Health and Safety policies and procedures are adopted, leading by example within your areas of responsibility. You ll operate under the ethos of one team , sharing knowledge and utilising productive communication methods to achieve our business and team objectives in operational excellence. And that s not all! You will also be responsible for continual service improvement and your leadership will guide the team towards success, creating an exceptional customer experience.

BENEFITS

• Contributory Company Pension Plan matched up to 6%, plus individual life assurance.
• A shopping discounts scheme
• Employee assistance and health and wellbeing check ins
• Reward and recognition to celebrate outstanding achievements.
• Free on-site parking
• 25 days annual leave plus bank holidays, as well as the option to buy and sell holiday
• On call Allowance

ESSENTIAL AND DESIRABLE ATTRIBUTES

It is necessary for this role to hold A Levels, GCSE English Language and Maths Additionally, a strong background in fast-paced facilities management is required, with the ability to handle multiple workstreams simultaneously. It is important to have a comprehensive understanding of FM environments and experience in managing a Helpdesk in a multi-service setting. Familiarity with Facilities Helpdesk software is essential.

The ideal candidate will have a proven track record in creating operating procedures, call scripts, and other relevant guidance documentation for Helpdesk staff. They should also be able to provide statistical analysis to improve the Helpdesk service. We are seeking someone who has set and achieved performance targets for Helpdesk staff and can effectively manage the needs of various stakeholders. It is crucial to be comfortable working in a fast pace service environment. and enjoy the use of new technology to drive continual improvement.