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Helpdesk Operations Manager

2 months ago

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

We are seeking a highly skilled and experienced Helpdesk Manager to lead our maintenance team in delivering exceptional service to our clients.

The successful candidate will be responsible for overseeing the daily operations of the helpdesk, ensuring that all support requests are handled promptly and effectively, and managing a team of 3.

Key Responsibilities
  • Oversee the daily operations of the helpdesk team and ensure effective support
  • Raise invoices on client-specific systems
  • Request additional costs on client-specific systems
  • Create and send client invoicing spreadsheets
  • Answer client and contractor invoice queries
  • Cross-check in-house systems to client systems to ensure all jobs have been invoiced
  • Raise permits correctly and in a timely manner
  • Client meetings and occasional site visits
  • Assist with projects, including processing quotes and estimates
  • Responsible for out-of-hours call-outs
  • Develop and implement helpdesk policies, procedures, and best practices
Requirements
  • Proven experience in a helpdesk support role, with at least 1 year 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