Helpdesk Manager (5893)

Murray Recruitment; Glasgow; On-site; GBP 35,000 - 38,000; Full time

Job summary

A recruitment agency in Glasgow is seeking an experienced Helpdesk Manager to oversee a dynamic team within an engineering services environment. The ideal candidate will have proven experience in managing helpdesk operations, ensuring service excellence and efficiency. Responsibilities include leading the team, developing procedures, and engaging with stakeholders. The role offers a salary between £35,000 - £38,000 per annum with a supportive work environment and opportunities for development.

Benefits

33 days holiday inclusive of public holidays

Supportive team environment

Opportunities for ongoing development

Additional benefits discussed at interview stage

Qualifications

• Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment.
• Strong understanding of field operations and service delivery.
• Exceptional organisational and multitasking capabilities.

Responsibilities

• Lead, train, and motivate the helpdesk and administration team.
• Allocate workloads and monitor team performance.
• Develop and implement helpdesk procedures to improve service delivery.
• Ensure accurate processing of work orders and compliance with policies.
• Engage effectively with internal teams and senior stakeholders.

Skills

Managing a helpdesk or administrative team

Understanding of field operations and service delivery

Experience with CAFM systems

Familiarity with Microsoft Dynamics

Strong Excel skills

Leadership and coaching abilities

Organisational and multitasking capabilities

Communication and interpersonal skills

Analytical mindset with attention to detail

Tools

CAFM systems

Microsoft Dynamics

Excel

Job description

Role Overview

Murray Recruitment is recruiting a Helpdesk Manager for our client based in Glasgow. This is a key leadership role overseeing a dynamic helpdesk and administrative support function within an engineering services environment. The successful candidate will be responsible for managing a team that ensures operational efficiency, effective workflow, high-quality reporting, and outstanding stakeholder engagement. The Helpdesk Manager will play a critical role in driving service excellence and continuous improvement across support operations.

Key Responsibilities

• Lead, train, and motivate the helpdesk and administration team to deliver accurate, timely, and professional support.
• Allocate workloads, monitor team performance, and manage task efficiency.
• Act as the primary escalation point for any administrative concerns or issues.
• Develop and implement helpdesk procedures to standardise and improve service delivery.
• Conduct regular team meetings, one-to-ones, and performance reviews.
• Oversee scheduling and coordination for Operations Managers and field engineers.
• Ensure accurate processing of work orders, job sheets, and engineer reports.
• Maintain compliance with internal policies and regulatory standards.
• Develop and maintain dashboards and performance metrics for reporting.
• Analyse operational data to identify trends and opportunities for improvement.
• Ensure data accuracy and support management with key performance reporting.
• Engage effectively with internal teams, engineers, and senior stakeholders.
• Build strong working relationships with clients and contractors.
• Provide regular updates to senior management on helpdesk performance.

Skills & Experience

• Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment.
• Strong understanding of field operations and service delivery.
• Experience with CAFM systems, ideally Job Logic (desirable but not essential).
• Familiarity with Microsoft Dynamics and strong Excel skills.
• Excellent leadership and coaching abilities.
• Exceptional organisational and multitasking capabilities.
• Strong communication and interpersonal skills.
• Analytical mindset with high attention to detail and commitment to process improvement.

Offering

• Salary: £35,000 - £38,000 per annum.
• Hours: Monday to Friday 8am-5pm permanent position.
• 33 Days holiday inclusive of Public Holidays.
• A supportive team environment with opportunities for ongoing development.
• Additional benefits discussed at interview stage.