Help Desk Operations Manager

4 days ago

London, Greater London, United Kingdom Maxwell Stephens Recruitment Full time

Are you a natural leader with a passion for delivering exceptional service in a fast-paced environment? Do you thrive in a dynamic setting where no two days are the same? If so, we have an exciting opportunity for you at Maxwell Stephens Recruitment.

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 inquiries, and ensure that all Service Level Agreements (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 performance reviews, 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 and align with company policies.


• Manage job allocations, customer inquiries, and ensure Priority 1 and Priority 2 jobs are updated before close of business.


• Lead and support Help Desk staff, conducting performance reviews and providing coaching and development opportunities.


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


• Work closely with the Operations Manager and Managing Director to improve processes and team performance, driving business growth and excellence.

This is a fantastic opportunity for a driven individual looking to make a significant impact within a growing organization. If you have a passion for delivering exceptional customer service and leading a dynamic team, we encourage you to apply.

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