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
