At a Glance
- Tasks: Lead a dynamic help desk team, ensuring top-notch customer service and efficient operations.
- Company: Join Go-Fix Mechanical & Drainage Services, a growing company in essential maintenance services.
- Benefits: Competitive salary, full uniform, company vehicle, and perks like a free Perk-box subscription.
- Other info: Enjoy career progression opportunities in a supportive and growing team.
- Why this job: Be part of a fast-paced environment where your problem-solving skills make a real difference.
- Qualifications: Extensive help desk experience and strong management skills are essential.
The predicted salary is between 40000 - 55000 £ per year.
Due to continued investment and growth, an exciting opportunity for a Help Desk Operations Manager has arisen. This job would be ideal for someone with extensive help desk experience and knowledge in running and managing a busy help desk together with managing a team of engineers and operatives.
Responsibilities
- Deliver a high standard of work with excellent customer service.
- Manage a team of help desk operatives carrying out varied tasks including running and updating client portals, ensuring WIP numbers are managed and delegated accordingly.
- Update key account clients and work alongside the accounts team to ensure works, call outs and projects are brought to the correct conclusions.
- Able to prioritise workloads; multitasking is a must as we are a fast-paced reactive help desk.
- Excellent organisational skills, able to work to deadlines and under pressure.
- Excellent telephone manner.
- Great management and communication skills - able to deal with customers and all levels.
- Proficient in Microsoft Office programs: Excel, Outlook, and Word.
- Ability to pick up new processes, retain and process information.
- Ability to be part of a team and carry out a variety of tasks.
- Ability to work on own as well as manage a team and manage time effectively and efficiently.
Additional Responsibilities
- Monitor mailboxes.
- Run a team of help desk administrators.
- Manage a number of client portals and update clients accordingly.
- Login and follow up on emergency call out orders and POs.
- Ensure all jobs from previous evenings and weekends are updated.
- Answer high volume inbound calls, assisting customers with specific inquiries and job bookings.
- Operate uploading and updating jobs on our company job management system.
- Update worksheets with changes and statuses of each job.
- Prioritise own workload to meet deadlines.
- Provide a level of support to the help desk administrators and operations managers.
- Provide clients with updates on the progression of jobs and projects.
- Work to time scales as part of a high performing team.
- Work alongside operations managers within the business and report to directors on a weekly basis.
Monday to Friday 7.30 am to 5.30 pm plus the requirement of overtime as needed. Out of hours escalations being 1 evening per week plus 1 weekend per month.
Salary: £40,000 - £55,000 + Overtime (Based on experience)
Benefits
- Full uniform and PPE provided.
- Company vehicle and fuel card.
- Company iPhone and iPad provided.
- Progression and salary increases based on performance.
- Free Perk-box subscription.
- Additional holiday benefit.
- Company pension.
- Be part of a strong up-and-coming business that is experiencing year on year growth.
Help Desk Operations Manager employer: Go-fix
Go-Fix Mechanical & Drainage Services is an exceptional employer, offering a dynamic work environment in Greater London where innovation and teamwork thrive. With a strong focus on employee growth, we provide comprehensive benefits including a company vehicle, performance-based salary increases, and a free Perk-box subscription, ensuring our team members feel valued and supported. Join us to be part of a rapidly growing business that prioritises excellence in customer service and fosters a culture of problem-solving and collaboration.
