Helpdesk Operations Lead: Performance, People & Service

Shield Services Group; Hemel Hempstead; On-site; GBP 42,000 - 54,000; Full time

Job summary

Shield Services Group is seeking a Lead to mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, KPIs, SLAs and performance standards to deliver consistently high customer service.

You will monitor performance, conduct one-to-ones and appraisals, identify training gaps, and drive continuous improvement across cross-functional teams including Contract Managers, engineers and Finance.

Qualifications

• Experience leading Helpdesk teams and managing SLAs.
• Strong coaching and performance management skills.
• Ability to identify training gaps and drive improvements.

Responsibilities

• Lead in-hours and out-of-hours Helpdesk teams to meet service levels.
• Set objectives, KPIs and performance standards.
• Conduct regular 1:1s, appraisals and quality audits.
• Coordinate with Contract Managers, engineers and Finance to drive improvements.

Job description

Shield Services Group is seeking a Lead to mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, KPIs, SLAs and performance standards to deliver consistently high customer service.

You will monitor performance, conduct one-to-ones and appraisals, identify training gaps, and drive continuous improvement across cross-functional teams including Contract Managers, engineers and Finance.