Helpdesk Manager

Helpdesk Manager opportunity in Enfield

GVR Solutions are currently representing a very well-established main contractor, based in Enfield, who are actively in the market for an experienced Helpdesk Manager to join their forward-thinking Reactive maintenance team. You will be responsible for working on a high-profile helpdesk whilst supervising a team of multi-trades and support admin operatives.

* Full time office based

* £45K – £50K depending on experience

Duties of the Helpdesk Manager:

Manage and co-ordinate helpdesk team.

Receiving and distributing clients service requests including scheduling the engineers in a prioritising and coordinated manner.

Reactive technical support for the engineers, when required.

Skills test new operatives.

Sourcing and ordering parts/materials, when required.

Process improvements to hit KPI's and SLA's.

Monitoring the logging service requests by telephone and email.

Ensure compliance with statutory and company procedures undertaken by the team.

Updating and checking client portals.

Arranging return visits for engineers for uncompleted jobs or to fit additional parts.

Full responsibility for diary management of allocated engineers and contractors as needed.

Estimating / Pricing / Invoicing.

Ensuring all invoicing is completed daily, to include all jobs completed by allocated engineers, PM work and unallocated engineers as required by the business, liaising with engineers.

Dealing with complaints as required.

Analysis of job history/running reports.

Attend management meetings, follow up actions as necessary.

Interviewing/Training.

Carrying out one to ones, grievances, and disciplinary meetings.

Helpdesk diary management coordinating annual leave and shift patterns.

Liaising with subcontractors to ensure they are providing adequate service.

Performance Reporting/Appraisals.

Managing and updating all spreadsheets ensuring are compliant etc.

Any other ad-hoc duties as required.

Requirements for the Helpdesk Manager:

Reactive Maintenance Helpdesk Manager experience

Experience of working in a call handling environment, preferably in the building sector

Demonstrable interpersonal skills over telephone, email and in person

Ability to use questioning skills to identify root causes of client issues and find solutions in an efficient and customer focused manner

Solid experience of working with computer as well as industry specific systems and data entry

Ability to be calm under pressure and manage clients’ issues and expectations suitably

Management

Ability to prioritise workload and delegate proportionately

If you are interested in the above Helpdesk Manager opportunity, please get in touch