Helpdesk Operations Manager

2 days ago

London, Greater London, United Kingdom ORP Recruitment Full time
Helpdesk Manager Job Description

ORP Recruitment is seeking a skilled Helpdesk Manager to lead our maintenance team in delivering exceptional service to our high-end clients.

The successful candidate will oversee the daily operations of the helpdesk, ensuring that all support requests are handled promptly and effectively. This will involve managing a team of 3 and working closely with clients to resolve issues.

The ideal candidate will have a proven track record in a helpdesk support role, with at least 1 year's experience in a management position. They will possess excellent communication skills, both verbal and written, with a focus on customer service.

The role will also involve:

  • Overseeing the daily operations of the helpdesk team
  • Raising invoices on client-specific systems
  • Requesting additional costs on client-specific systems
  • Creating and sending client invoicing spreadsheets
  • Answering client and contractor invoice queries
  • Cross-checking in-house systems to client systems to ensure all jobs have been invoiced
  • Raising permits correctly and in a timely manner
  • Client meetings and occasional site visits
  • Assisting with projects, including processing quotes and estimates
  • Responsible for out-of-hours call-outs
  • Developing and implementing helpdesk policies, procedures, and best practices

The successful candidate will be a strong leader with the ability to motivate and develop team members. They will also possess strong problem-solving abilities and a proactive approach to issue resolution.

Key requirements:

  • Proven experience in a helpdesk support role, with at least 1 year's experience in a management position
  • Excellent communication skills, both verbal and written, with a focus on customer service
  • Leadership skills with the ability to motivate and develop team members
  • Strong problem-solving abilities and a proactive approach to issue resolution

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