To lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. The role is responsible for overseeing the performance of Helpdesk teams, ensuring customer enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards, and contractual requirements. As our Helpdesk Manager you will develop team capability through effective leadership, coaching, training, and upskilling initiatives, ensuring Team Leaders and their teams are equipped to deliver exceptional customer service. The role will also drive continuous improvement by reviewing, evaluating, and enhancing business processes, ensuring changes are communicated effectively and successfully implemented across the operation. In this role you will foster a culture of accountability, collaboration, and continuous development to support both business objectives and customer satisfaction.
What will be my core responsibilities?
Leadership and People Management
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Provide effective leadership, direction, and support to a team of six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability, and continuous improvement.
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Conduct regular one-to-one meetings and monthly performance reviews with Team Leaders, setting clear objectives, monitoring performance against agreed KPIs, and identifying development opportunities.
- Coach, mentor, and develop Team Leaders to enhance their leadership capability, decision-making skills, and operational effectiveness.
- Support succession planning and talent development by identifying training needs and implementing development plans across the Helpdesk function.
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Promote employee engagement, wellbeing, and a positive working environment that encourages collaboration and professional growth.
Operational Management
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Oversee the day-to-day operation of the Helpdesk service, ensuring all customer contacts, incidents, requests, and escalations are managed effectively and in accordance with agreed processes and SLAs..
- Support Team Leaders to maintain appropriate oversight of their teams, monitoring performance, quality, productivity, and customer satisfaction.
- Workforce planning and resource management, ensuring appropriate staffing levels and Helpdesk coverage are maintained to meet customer demand, operational requirements, and service level commitments.
- Oversee recruitment process and decisions and ensure they are within budgetary requirements.
- Monitor service performance against contractual obligations, KPIs, SLAs, and customer expectations, implementing corrective actions where required.
Process Governance and Continuous Improvement
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Take overall responsibility for ensuring operational processes, procedures, and policies are consistently followed by Helpdesk teams and Out of Hours providers.
- Review and evaluate existing processes to identify opportunities for efficiency improvements, service enhancements, and risk reduction.
- Accountable for monitoring and auditing call quality, work order accuracy, job allocation effectiveness, and CAFM data integrity, ensuring all records are maintained accurately and updated in real time.
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Ensure purchase orders are raised and processed accurately, with robust controls in place to maintain compliance with CAFM procedures, contractual requirements, and financial governance standards.
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Lead the implementation of new processes, systems, and ways of working, ensuring changes are effectively communicated, embedded, and monitored for compliance.
- Use management information, performance data, customer feedback, and trend analysis to drive continuous improvement
- Ownership of client escalations and service delivery failures, leading investigations through to resolution, conducting root cause analysis, and implementing appropriate corrective and preventative actions improvement.
Stakeholder Management
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Build and maintain strong working relationships with Account Managers and Account Directors, acting as a key operational contact for service delivery matters.
- Work collaboratively with Account Managers to ensure customer requirements are understood and operational delivery aligns with contractual commitments.
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Support client meetings, service reviews, audits, and business reviews as and when required.
Out of Hours (OOH) Provider Management
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Manage the operational relationship with Out of Hours service providers, ensuring service delivery meets agreed standards and contractual requirements.
- Identify and address performance issues promptly, implementing improvement plans where necessary
Communication and Reporting
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Ensure clear and consistent communication across Team Leaders, Helpdesk teams, OOH providers, and wider business stakeholders.
- Produce and present regular management reports covering operational performance, staffing, customer service metrics, risks, and improvement activities.
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Escalate significant operational issues, service risks, and customer concerns appropriately, ensuring timely resolution and stakeholder engagement
What skills and experience do I need to be successful in this role?
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Proven experience managing Helpdesk, Service Desk, Customer Service or Operational Support teams within a Facilities Management environment
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Strong leadership and influencing skills.
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Excellent communication, able to influence and engage across a broad spectrum of stakeholders
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Analytical and data-driven decision making approach.
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Able to manage multiple priorities and Key Performance Indicators (KPI) in a fast-paced work environment
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Ability to lead a team in a rapidly changing environment
Behaviours (Lancer Scott Values)
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Ownership: Takes full responsibility for outcomes.
- Accountability: Drives performance and holds others to account.
- Integrity: Acts professionally and consistently.
- Drive: Focused on delivery and results.
- Collaboration: Works effectively across teams and functions.
We are an equal opportunities employer committed to creating a diverse and inclusive environment and welcome applications from all suitably qualified candidates.
