Helpdesk Performance & Service Delivery Lead

BGIS UK & Europe; Greater London; In loco; GBP 45.000 - 65.000; Tempo pieno

Descrizione del lavoro

BGIS UK & Europe seeks a Helpdesk & Performance Manager to lead the central London helpdesk, ensuring effective incident handling, documentation, and customer communication throughout the lifecycle. You will drive service excellence, oversee planned maintenance coordination, analyse trends, and build governance and processes across global IT systems to support contract requirements.

This role demands strong leadership and a proactive approach to improve response times and customer satisfaction

Competenze

• Experience managing a helpdesk team and end-to-end reactive support processes.
• Strong track record of delivering KPI and SLA performance.
• Ability to coordinate across operational teams and drive continuous improvement.

Mansioni

• Line management of all helpdesk employees.
• Managing the end to end process of reactive call management, including logging, documentation, customer communication, and closing the job in the system.
• Maintaining excellence levels of customer service throughout the journey.
• Scheduling and distribution of planned maintenance to site teams with proper documentation.
• Daily, weekly and monthly reporting of helpdesk stats.
• Implementing improvement plans for underperforming areas.
• Collaborating with operational teams to drive continuous improvement.
• Analyzing data trends to understand faster response times.
• Building governance, processes and procedures for the account.
• Ensuring adherence to KPIs and SLA metrics.
• Managing monthly internal reports on QHSE, finance and strategy.

Conoscenze

People management

Customer service management

Process improvement

Strumenti

SharePoint

IT systems integration

Descrizione del lavoro

BGIS UK & Europe seeks a Helpdesk & Performance Manager to lead the central London helpdesk, ensuring effective incident handling, documentation, and customer communication throughout the lifecycle. You will drive service excellence, oversee planned maintenance coordination, analyse trends, and build governance and processes across global IT systems to support contract requirements.

This role demands strong leadership and a proactive approach to improve response times and customer satisfaction