Senior Helpdesk manager

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Job description

Job Title: Helpdesk Manager

Location: Fitzrovia, London

Job Type: Full-Time (Monday - Friday, 8:00 AM - 5:00 PM)

Flexibility: Hybrid Working Available

Salary: 45,000 per annum

Benefits: 33 days holiday, company pension, healthcare benefits, travel benefits

About Us:
We are a leading facilities management company based in the vibrant area of Fitzrovia, London. Our mission is to provide top-tier facilities services to our clients, ensuring their environments are safe, efficient, and comfortable. We are seeking an experienced Helpdesk Manager to lead our dedicated helpdesk team, which supports 20 sites and handles approximately 2,000 maintenance calls per month, alongside managing email requests.

Role Overview:

As the Helpdesk Manager, you will oversee a team of three helpdesk operatives, ensuring the efficient handling of maintenance requests across multiple sites. Your primary focus will be on ensuring that all processes are followed in alignment with our Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is essential to maintaining the smooth operation of our helpdesk, ensuring high levels of client satisfaction.

Key Responsibilities:

• Team Management: Lead, motivate, and manage a team of 3 helpdesk operatives who handle around 2,000 maintenance calls and numerous email requests monthly.
• Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs across 20 sites.
• Performance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
• Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.
• Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
• Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.

Benefits:

• Competitive salary of 45,000 per annum
• 33 days holiday (including bank holidays)
• Company pension scheme
• Healthcare benefits
• Travel benefits
• Opportunities for hybrid working
• Career development opportunities within a growing company
• Friendly and supportive work environment

If you are a proactive, results-driven individual with a passion for facilities management and experience in managing a busy helpdesk, we would love to hear from you.

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