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Help Desk Manager

2 months ago

Basildon, United Kingdom Maxwell Stephens Recruitment Full time

Are you a natural leader with a passion for delivering excellent service? Do you thrive in a fast-paced environment where no two days are the same? If so, we have an exciting opportunity for you


The Role

As the Help Desk Manager, you will be responsible for ensuring the smooth and efficient running of the Help Desk operations. Leading a dynamic team, you’ll manage job allocations, customer queries, and ensure that all SLAs are met. Your role will involve overseeing quotes, handling customer complaints, and managing a team of Help Desk Coordinators.

You’ll also play a key role in staff development, conducting appraisals, supporting the Help Desk Supervisor, and working closely with HR and the Managing Director on performance management. You’ll be instrumental in shaping the future of the Help Desk team by interviewing and training new and existing staff, and reporting on key performance metrics.


Key Responsibilities:

• Oversee day-to-day Help Desk operations, ensuring all processes are followed correctly.

• Manage job allocations, customer inquiries, and ensure P1 and P2 jobs are updated before close of business.

• Lead and support Help Desk staff, conducting appraisals and performance reviews.

• Generate reports to monitor SLA targets, ensuring workload is managed effectively.

• Work closely with the Operations Manager and Managing Director to improve processes and team performance.


This is a fantastic opportunity for a driven individual looking to make a significant impact within a growing organisation. Apply today and help us deliver exceptional customer service