Helpdesk Performance & Process Lead

BGIS; Greater London; In loco; GBP 52.000 - 76.000; Tempo pieno

Descrizione del lavoro

BGIS in London is seeking a Helpdesk Manager to lead the service desk function, ensuring timely incident resolution and a high standard of customer care across the account. You will line-manage helpdesk staff, coordinate end-to-end reactive call handling, drive continuous improvement, and deliver monthly reports on KPI and SLA performance.

This role requires governance development, data analysis, and collaboration with operational teams to meet contractual commitments and maintain service

Mansioni

• Line management of all helpdesk employees
• Manage end-to-end reactive call management and logging of work
• Drive continuous improvement and governance of KPIs and SLAs

Descrizione del lavoro

BGIS in London is seeking a Helpdesk Manager to lead the service desk function, ensuring timely incident resolution and a high standard of customer care across the account. You will line-manage helpdesk staff, coordinate end-to-end reactive call handling, drive continuous improvement, and deliver monthly reports on KPI and SLA performance.

This role requires governance development, data analysis, and collaboration with operational teams to meet contractual commitments and maintain service