An exciting opportunity has arisen for an experienced Helpdesk Manager to lead a busy, fast-paced Helpdesk operation within a growing commercial services business.
This hands‑on role will oversee the day-to-day running of the Helpdesk, supporting the team, coordinating engineers and jobs, and ensuring customers receive a consistently high level of service. You’ll need to be highly organised, calm under pressure and confident making decisions when priorities change quickly.
Helpdesk Manager – Key Responsibilities
- Manage, support and develop the a new Helpdesk team of 2 people, who will be working different shifts.
- Oversee scheduling and coordination of day and night activity.
- Monitor live jobs, prioritise workloads and reallocate resources where needed.
- Ensure customers receive accurate and timely updates.
- Manage customer queries, concerns and escalations through to resolution.
- Coordinate closely with engineers and the wider office team.
- Ensure permits, site access, purchase orders and job information are obtained and recorded accurately.
- Maintain strong customer relationships.
- Coach team members and support ongoing training and development.
- Identify opportunities to improve processes, efficiency and customer service.
Helpdesk Manager – Skills & Experience
- Previous experience within a helpdesk, scheduling, service desk, customer service or similar operational environment.
- Previous experience managing a team is essential
- Happy working within a reactive and high pressured environment is key
- Ability to manage multiple priorities and remain calm under pressure.
- Excellent attention to detail and problem-solving ability.
- Confident using computer systems and learning new technology.
- Experience within plumbing, drainage, facilities management, engineering or another field-service environment would be advantageous.
Helpdesk Manager – Benefits Offered
- £38,000 per annum
- Fully office based
- 28 days holiday (including bank holidays)
- Employee Assistance Program
- Death in service
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