Helpdesk Team Leader

March Ltd; Uddingston; On-site; GBP 30,000 - 45,000; Full time

Job summary

March Ltd is seeking a Helpdesk Manager to oversee a dynamic team providing critical engineering services. The ideal candidate will possess strong planning, communication, and organisational skills to enhance customer service and meet performance KPIs within a growing company.

Benefits

Competitive salary and benefits

Employer supports employee wellbeing

Career development opportunities

Qualifications

• Experience in managing SLAs and KPIs.
• Strong skills in planning and scheduling tasks.

Responsibilities

• Train and manage the Helpdesk team for service delivery.
• Monitor work order progression according to SLAs.
• Generate purchase orders and handle administrative tasks.

Skills

Experience and knowledge of working within SLAs and KPIs

Planning and scheduling for a mobile workforce

Attention to detail

Prioritisation and communication

Organisational and communication skills

Education

Experience in organising and leading a Helpdesk

Experience with Microsoft Office

Job description

March is the leading provider of critical engineering services. We collaborate with the businesses of today, to engineer the industries of tomorrow. We increase output, reduce cost, save energy and cut carbon, putting ideas on the table and boots on the ground for solutions that leave a lasting impact. We are March. And we are engineering progress.

Key Responsibilities

1. Train and refresh our existing team and any new employees in the processes across all contracts.
2. Organise and lead our Helpdesk team to deliver excellent customer service.
3. Proactively monitor our customers' work order progression through to completion within the required SLAs.
4. Respond to client queries and escalations in a timely manner with clear and concise updates on the progression of works.
5. Oversee all planned maintenance activities across all contracts, ensuring all works are allocated and completed by our engineering team and specialist sub-contractors.
6. Assist in logging reactive jobs accurately and efficiently via telephone and email.
7. Upload client PPM yearly planners to our CAFM system.
8. Utilise internal and external reports and dashboards to drive performance and help everyone meet our contractual KPIs.
9. Generate purchase orders (subcontractor, materials).
10. Undertake relevant administrative tasks as required by the business.
11. Liaise with engineering resources and Contract Managers to ensure efficient planning and service delivery of all tasks.

Skills and Experiences

1. Experience and knowledge of working within SLAs and KPIs.
2. Previous experience in planning and scheduling planned and reactive tasks for a mobile workforce.
3. High attention to detail with a high level of accuracy.
4. Ability to prioritise and communicate effectively.
5. Excellent organisational and communication skills.

Specific Qualifications

1. Experience in organising, leading, or overseeing a Helpdesk or similar fast-paced environment.
2. Experience with Microsoft Office packages.

What We Offer

1. A competitive salary and benefits package appropriate to this position.
2. An employer who values the ongoing wellbeing of its employees.
3. Career development within a successful and growing business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We will ensure that individuals with disabilities are provided reasonable accommodations to participate in the job application or interview process, perform crucial job functions, and receive other employment benefits and privileges. Please contact us to request accommodation.

If you would like to apply, please submit your details in the form, and we will get back to you as soon as possible.

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