Helpdesk Manager
*Annual Salary: £40,000
*Location: Waltham Abbey, Essex
*Job Type: Full-time permanent, Office hours: Monday to Friday, 8am to 5pm.
We are seeking an enthusiastic, dynamic, and forward-thinking Helpdesk Manager to join this busy and friendly company in the local area.
The successful candidate will be responsible for managing a high-profile helpdesk while supervising a team of multi-trade operatives and support admin staff.
Day-to-day of the role:
*Manage and coordinate the helpdesk team, ensuring efficient operation and client satisfaction.
*Handle the receipt and distribution of client service requests, scheduling engineers in a prioritised and coordinated manner.
*Provide reactive technical support to engineers as needed.
*Conduct skills testing for new operatives and manage sourcing and ordering of parts/materials.
*Implement process improvements to meet KPIs and SLAs.
*Monitor service request logging via telephone and email, ensuring compliance with statutory and company procedures.
*Manage full diary responsibilities for allocated engineers and contractors, including arranging return visits and managing annual leave and shift patterns.
*Handle estimating, pricing, and invoicing, ensuring all invoicing is completed daily.
*Address customer complaints and conduct job history analysis and reporting.
*Participate in management meetings and follow up on actions as necessary.
*Conduct interviews, training, one-to-ones, grievances, and disciplinary meetings.
*Manage performance reporting and appraisals, ensuring all documentation and spreadsheets are compliant and up-to-date.
*Perform any other ad-hoc duties as required.
Required Skills & Qualifications:
*Proven experience as a Helpdesk Manager.
*Experience in a call handling environment, preferably within the building sector.
*Strong interpersonal skills across telephone, email, and in-person interactions.
*Proficient in using industry-specific systems and data entry with a high level of IT literacy (Word, Excel, Outlook).
*Ability to remain calm under pressure, manage client issues and expectations effectively, and prioritise workload.
*Excellent organisational skills, enthusiasm for challenges, good work ethic, and adaptability.
Benefits:
*Annual leave: 28 days rising to 33 days (includes Bank Holidays) after one full year of service.
*Company Pension after 3 months.
To apply for the Helpdesk Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.