Help Desk Manager

We Build Recruitment; Manchester; On-site; GBP 35,000 - 45,000; Full time

Job summary

A leading recruitment agency is seeking a Helpdesk Manager for a facilities management company in Greater Manchester. Responsibilities include leading a support team, ensuring compliance with SLAs and KPIs, managing processes, and client interactions. The ideal candidate should have prior experience as a Helpdesk Manager, strong leadership skills, and excellent communication abilities. This role emphasizes performance monitoring and continuous improvement in service delivery.

Qualifications

• Proven experience as a Helpdesk Manager in Facilities Management.
• Strong leadership skills with experience managing a helpdesk team.
• Excellent communication skills for client interactions.

Responsibilities

• Lead and manage a team of helpdesk operatives.
• Ensure compliance with SLAs and KPIs.
• Prepare and present reports on helpdesk performance.

Skills

Team Management

Process Oversight

Performance Monitoring

Client Interaction

Continuous Improvement

Job description

We Build Recruitment are now looking to recruit for a Helpdesk Manager on behalf of our client, a leading facilities management company based in Greater Manchester.

The Role

This is a great role for a candidate with prior experience as a Helpdesk Manager within Facilities Management.

As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You’ll manage the internal tracking system, overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery.

Key Responsibilities

• Team Management : Lead, motivate, and manage a team of helpdesk operatives who handle Maintenance calls and numerous email requests.
• Process Oversight : Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs
• Performance Monitoring : Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
• Client Interaction : Liaise with clients to ensure their needs are met and any issues are resolved promptly.
• Reporting : Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
• Continuous Improvement : Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.

Main Duties

• Facilities Helpdesk Management- Managing a Team of Facilities Helpdesk Operatives
• Updating the system with any changes
• Ensuring the Smooth and Efficient running of the Helpdesk
• Ensure Helpdesk Operatives are carrying out the Correct Processes when completing jobs and updating the System and further works etc
• Compliance
• Liasing with Engineers- PPM Management
• Assist with complex works offering advice on process.
• Implementing positive changes to the Helpdesk
• Allocating jobs and managing the level of jobs coming through and ensuring all the information is correct
• Dealing with any Customer Issues to ensure an excellent service is provided at all times
• Overseeing Quotes and Budget Reporting
• Excellent Customer service ensuring our clients are always updated with any changes
• Managing the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctly
• Ensure all jobs are scheduled and updated before close of business.
• Ensure Help Desk Management and Supervision is always available.
• Managing Annual Leave and Sickness to ensure the Helpdesk is always covered sufficiently
• Schedule Weekly and monthly Meetings with Help Desk Staff to discuss clients progress and issues.
• Work closely with the Operations Manager to train new and existing staff
• Generating reports to ensure that SLA targets are achieved and Co-ordinators are managing their time effectively and efficiently
• Conduct Weekly / fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and process.
• Attend and participate in Operations meetings.
• Monthly meetings to report on Help Desk targets, progress, and any issues that may arise.