Help Desk Manager

  • Permanent
  • London
  • Salary: £ 35000.00 per annum
  • Job Reference: JS/HQ00012120
Job Title: Help Desk Manager

Location: London Victoria

Salary: up to £35,000


Our Client is an agile, attentive and innovative organisation, specialising in delivery of high-quality cleaning services to some of the most prestigious buildings in London. Constantly developing market initiatives, not reacting to them and they recruit, retain and develop top quality people at all levels of their business. As evangelists for service quality and attention to detail, delivered with a proactive, 'can do' attitude they behave and perform differently from other companies – placing their customers, colleagues and technology at the heart of our business. The Help Desk function within the company is vital to the service delivery and efficiencies of their teams providing second to none support for the stakeholders.

Main Purpose

  • Manage and develop the Help Desk Team through coaching, mentoring and use of structured development plans, continually reviewing the team to ensure a high level of service is delivered to all stakeholders.
  • To meet operational objectives, set best practice and lead by example, drive continuous improvement and effectively drive and manage change.
  • Build and maintain strong relationships with all teams and stakeholders.
  • To embed an exceptional competency in FreshWorks within the Help Desk team.
  • Ensure all associated KPI’s and SLA’s are implemented, met, monitored and reviewed.

The Help Desk Team Leader supports the Business Support Manager in growing and enhancing the Help Desk function as the business evolves. The role will be instrumental in the implementation of a 24/7 customer contact solution.

Duties & Responsibilities:

  • To work in partnership with stakeholders to ensure the appropriate support is available.
  • To prepare weekly / monthly / quarterly reports, scheduled and ad-hoc.
  • Monitor and review the Help Desk working practices to ensure the Service Level Agreements with stakeholders meet their needs within the resources available.
  • To resolve any service delivery issues within available resources.
  • To improve the performance of staff under his/her line management by maintaining communication with staff and providing the appropriate support and guidance.
  • To contribute to the review of the Help Desk to ensure that the service continues to be efficient and effective and takes into account changing service levels, priorities, policy changes and technological developments.
  • To manage fluctuations in demand within the resources available including responding to urgent requests. This will require managing and resolving conflicting stakeholder needs.
  • To resolve complex and contentious issues to ensure effective Help Desk support is maintained.
  • Demonstrate all systems, web-based products and daily responsibilities to existing and new clients.
  • Proactively deputises all core activities undertaken by the Business Support Manager during their absence where appropriate.
  • To report on the provision of the Help Desk services including performance against target and recommendations for improvement.
  • To ensure any customer interaction is an excellent experience and that the Help Desk team are appropriately trained as well as having the necessary tools to provide a great customer experience at all times.
  • Manage the team to ensure that customer requests are acknowledged and dealt with efficiently.
  • To be responsible for the management, and development of staff in the Team.
  • To ensure they are clear about what is expected of them, and are kept informed about their performance, through appropriate supervision arrangements and appraisal.
  • To be actively involved in one to one and/or group training/familiarisation sessions to ensure engagement and commitment to new ways of working and expectations, and adherence to agreed standards for tasks and targets.
  • To promote a strong customer focus within the team and the business.
  • Maintain and develop the service level agreements for the Help Desk team and monitor the effectiveness of them through key performance indicators.
  • To develop and provide training for the Help Desk team to enable them to deliver excellent customer service to all stakeholders.
  • Be alert to team talent and challenge them to meet personal development targets.
  • Supervise and co-ordinate staff ensuring a strong team relationship.
  • Demonstrate understanding of a diverse workforce.
  • To promote the company’s core values within job role. 
  • Work with the Business Support Manager to review, design and implement new and improved processes to increase the effectiveness of the team.
  • To embed an exceptional competency of FreshWorks within the Help Desk team and drive changes required for improvement.
  • To establish KPI’s, standards and procedures for the Help Desk team and ensure that these are implemented, monitored and reviewed.
The above is not an exhaustive list of duties and you will be expected to perform different tasks as necessitated by your role within the organisation and the overall business objectives

Experience / Skills

  • Demonstrable experienced managing and training a Help Desk team.
  • Excellent communication skills at all levels
  • Strong experience of FreshWorks or similar system.
  • Prioritisation skills
  • A flexible and adaptable approach
  • The ability to engage, mentor and coach other team members
  • Stakeholder management abilities
  • Leadership qualities
  • Calm, meticulous and organised

Salary can be negotiated for an exceptional candidate.

Start Date: 20 May 2019