Helpdesk manager Work, Jobs in Llanwern, Nwp (with Salaries)

Helpdesk Manager
Shield Services Group Ltd —Hanham
- Full-time
- Continuous improvement
- Team management
- In-person
- Life insurance
Quick apply
Bristol-Based IT Technician - Schools/Business - 1st/2nd Line
Soltech IT —Bristol
- £28,000 - £32,000 a year
- Full-time
- Hybrid work
- Google Suite
- SharePoint
- In-person
- Free parking
- Work from home
Quick apply
10d
Helpdesk Manager
Shield Environmental Services —Hanham
- Continuous improvement
- Team management
- In-person
- Life insurance
13d
Helpdesk Manager (Welsh essential post)
Welsh Revenue Authority —Cardiff
- £30,754 - £34,997 a year
- Full-time
- Hybrid work
- Presentation skills
- Training & development
- Leadership
- Annual leave
- Language training provided
7d
Lead Contract Support Administrator
Rydon —Bristol
- Full-time
- Microsoft Outlook
- Customer service
- Administrative experience
- Employee assistance programme
- Employee discount
10d
Service Coordinator
MSA, The Safety Company —Yate
- Full-time
- Remote
- Computer literacy
- Communication skills
1d
Invoicing Administrator
Lancer Scott —Bristol
- £25,000 - £27,000 a year
- Full-time
- Microsoft Word
Service Coordinator
MSA Safety —Yate
- Full-time
- Microsoft Outlook
- Computer literacy
- Data entry
1d
MultiSkilled Host
CBRE —Cardiff
- Part-time
- Continuous improvement
- Front desk
- Cleaning
- Employee discount
Facilities Assistant
JLL —Bristol
- Front desk
Team Leader
Lancer Scott —Bristol
- Up to £32,000 a year
- Full-time
- Analysis skills
- Team management
- Mentoring
Depot Maintenance Technician - Bristol CDC
City Facilities Management (UK) —Avonmouth
- Full-time
Area Site Technician - Bristol
City Facilities Management (UK) —Bristol
- £39,825.03 a year
- Overtime
- Employee discount
14d
Facilities Assistant
NAB-Jones Lang LaSalle Services —Bristol
- Full-time
- Front desk
- In-person
Quick apply
IT Applications Support Technician
Osborne Clarke —Bristol
- Microsoft Word
- CRM software
- Continuous improvement
Maintenance Technician Electrical Bias
CBRE —Cardiff
- Full-time
- Schematics
- Customer service
- Communication skills
13d
Fire & Security Engineer - Bristol
City Facilities Management (UK) —Bristol
- Full-time
- Computer literacy
- Computer skills

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Helpdesk Manager

Shield Services Group Ltd
Hanham

Quick apply

Job details

Permanent | Full-time

Benefits

Company pension
Life insurance
On-site parking

Qualifications

CAFM software
Mentoring junior staff
IT service management
Performance management
Continuous improvement
Continuous improvement cycles oversight
Team management
Employee performance appraisals
Customer support
Professional development mentoring
Training & development
Communication skills
Internal quality assurance
Help desk
Rota coordination

Full job description

Company Overview

At Shield Services Group, our people are our greatest asset. We are committed to creating a professional, supportive, and inclusive work environment where every employee is valued and can develop their skills and advance.

Job Overview

The Helpdesk Manager is responsible for leading and managing the Helpdesk function, ensuring the delivery of efficient, responsive, and high-quality technical support to all users. The role oversees the day-to-day operation of the Helpdesk, manages service performance against agreed SLAs, drives continuous improvement in processes, systems, and customer experience, and leads, coaches, and develops the support team to ensure the effective prioritisation and resolution of incidents and service requests.

Overview of Main Duties

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, conducting regular one-to-ones, appraisals and quality audits, providing constructive feedback.
Identify training and competency gaps, developing Helpdesk Administrators’ confidence, decision-making, ownership and problem-solving skills while reducing unnecessary escalation.
Promote a strong culture of accountability and ownership, ensuring Administrators manage jobs from receipt through to satisfactory completion while maintaining consistent processes and service standards.
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.
Lead by example, recognising strong performance and addressing underperformance fairly and promptly, while maintaining professionalism, urgency, accountability and a customer-focused approach.

Qualities & Requirements

Previous management experience is essential, ideally within a Facilities Management, maintenance, engineering or service delivery Helpdesk environment.
Proven ability to lead, mentor, coach and performance-manage a busy operational team.
Strong understanding of reactive and planned maintenance environments and the management of contractual SLAs and KPIs.
Excellent customer service skills
Able to prioritise work, remain calm and make effective decisions during periods of high and sustained operational pressure.
Flexibility with hours of work to cope with work demands
Self-motivated and capable of working within a team environment with excellent interpersonal, written and verbal communication skills
Good knowledge of various IT & CAFM Systems

Join us as a Helpdesk Manager and be at the forefront of delivering exceptional support! Your leadership will empower our team to provide swift solutions, foster innovation, and enhance user satisfaction across our Mechanical, Electrical, and Facilities Service Team.

Benefits:

Company pension
Life insurance
On-site parking

Experience:

Help desk management: 2 years (required)

Work Location: In person

Quick apply

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