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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

Lead, mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, responsibilities, KPIs, SLAs and performance standards to deliver consistently high operational performance and customer service

Monitor individual and team performance by conducting regular one-to-ones, appraisals, and quality audits, and providing constructive feedback.

Identify training and competency gaps, and build Helpdesk Administrators’ confidence, decision-making, ownership, and problem-solving skills while reducing unnecessary escalation.

Manage workloads, staffing levels, holiday cover and out-of-hours resource, reallocating responsibilities as required to maintain service levels and operational continuity.

Lead regular team meetings and cross-functional collaboration with Contract Managers, engineers, Finance and other operational teams to address issues, review client feedback and drive continuous improvement.