Helpdesk Manager

Mitie; Dudley; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service provider in Dudley is seeking a Helpdesk Manager to oversee operations and ensure high service standards are met. The ideal candidate will have significant leadership experience in a fast-paced environment and a dedication to exceptional customer service. Key responsibilities include managing staffing, maintaining service continuity, and enhancing performance through effective coaching.

Qualifications

• Experience of leadership within a challenging and fast-paced Helpdesk environment.
• Strong written and verbal communication skills.
• Proficient in the use of MS Office applications and CAFM systems.

Responsibilities

• Manage the Helpdesk service to meet performance standards.
• Oversee service continuity and disaster recovery planning.
• Conduct performance evaluations and identify training needs.

Skills

Leadership experience

Customer service excellence

Crisis management

Planning and organization

Proficiency in MS Office

Tools

CAFM system

Job description

Role Objectives

To effectively manage the Helpdesk service by delivering a professional, efficient and high customer orientated service whilst ensuring contractual obligations are met.

Main Duties

• Management – Responsible for delivering consistently high-quality performance standards.
• Demonstrate a clear and effective alignment with the operational objectives and the commercial interests of.
• Management of helpdesk services, focusing on optimal staffing, roster management and HR processes, including sickness absence and training.
• Provide leadership, guidance and mentorship, leading by example in the adherence to Mitie expected behaviours and standards.
• Acting as escalation point for service issues and taking ownership of identified improvements through to resolution in a timely manner.
• Work closely with and provide cover for the Switchboard manager in their absence.

Contract

• Ensure adherence to SLAs maintaining high service standards and compliance with relevant policies and regulations.
• Monitoring of KPIs to deliver against targets and expectations.
• To answer, process and respond to service requests accurately and in a timely manner, taking the appropriate action, in line with procedures, to prevent non-compliant incidents, both in and out of hours.
• Understand how the service affects patient care, client satisfaction and Mitie's reputation.

BCP

• Oversee service continuity and disaster recovery planning and execution for the helpdesk service, testing of the BCP and major incident in line with Trust policies and procedures ensuring all staff understand.
• Deal with emergency situations and follow procedures, implementing major incident and emergency protocols when required.

Reports

• Produce compliance reports identifying trends for service improvements.

People

• Manage and motivate staff, ensuring they have an understanding of their role and are appropriately skilled and knowledgeable to deliver, and maintain, an excellent customer experience, whilst meeting contractual requirements.
• Conduct performance evaluations, set objectives and identify training and development needs for team members taking steps to address any shortages or gaps.
• Manage and motivate staff focusing on their professional growth and development.
• Coach, mentor and give constructive feedback alongside arranging training and acknowledging success.
• Manage Helpdesk operations, including staff rota, leave and sickness.

Performance

• Manage resource allocation to ensure optimal operational efficiency and cost effectiveness whilst forward planning of team resources to accommodate varying workloads and potential interruptions.
• Monitor, manage and control performance outputs of the Helpdesk service through jeopardy managing CAFM tasks.

Communication

• Communicate information effectively to staff, management and clients.
• Proactively seek feedback on service standards for recognition and reward as well as addressing areas for improvement.

Systems

• To develop and maintain a good understanding of the CAFM application and all relevant process and procedures.
• Super user of CAFM system and can deliver training of CAFM operations for optimal use.
• Monitor, action and elevate any deficiencies in systems of work or equipment provided that may result in failure of service delivery.
• Work closely with Mitie IT with the implementation of any CAFM upgrades ensuring effective communication.
• Oversee the procurement and maintenance of service equipment.

Procedures

• Maintain up to date documentation and procedures and ensure adherence through effective coaching and training.
• Arrange third party attendance where required, record service sheets and raise remedial works appropriately and efficiently liaising with service leads.

Collaboration

• Develop and maintain positive working relationships with Mitie service leads and clients, fostering a collaborative environment to promote synergy and effective communication.

Initiatives

• Review and identify process efficiencies to provide optimal service offerings.
• Assist in the development of strategic plans for the Helpdesk services, aligning then with goals and objectives of Mitie and implement plans effectively.
• Share best practice across other Mitie helpdesk teams.

Subject Matter Expert

• Customer service
• Jeopardy management
• Training
• Productivity and performance.

Person Specification

• Experience of leadership within a challenging and fast-paced Helpdesk environment.
• Remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels.
• Continually pursues high standards, embraces change, recognises improvement opportunities and learns from experience.
• Diligent, professional and flexible and has a high level of self-motivation and dedication to achieving excellence.
• Possess good planning and organisational skills, manage a complex workload of planned and ad hoc work and producing work of high quality to agreed deadlines.
• Setting and managing expectations and targets and handling any issues that may arise with a positive attitude.
• Proficient in the use of MS Office applications and CAFM systems.
• Strong written and verbal communication skills.