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Helpdesk Manager

2 months ago

London, Greater London, United Kingdom HVAC Recruitment Full time
About the Role

We are seeking an experienced Helpdesk Manager to lead our dedicated helpdesk team, which supports 20 sites and handles approximately 2,000 maintenance calls per month, alongside managing email requests.

Key Responsibilities
  1. Lead, motivate, and manage a team of 3 helpdesk operatives who handle around 2,000 maintenance calls and numerous email requests monthly.
  2. Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs across 20 sites.
  3. Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
  4. Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
  5. Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
What We Offer
  1. Competitive salary of £45,000 per annum
  2. 33 days holiday (including bank holidays)
  3. Company pension scheme
  4. Healthcare benefits
  5. Travel benefits
  6. Opportunities for hybrid working
  7. Career development opportunities within a growing company
  8. Friendly and supportive work environment