Helpdesk Manager opportunity in Enfield

GVR Solutions are currently representing a very well-established main contractor, based in Enfield, who are actively in the market for an experienced Helpdesk Manager to join their forward-thinking Reactive maintenance team. You will be responsible for working on a high-profile helpdesk whilst supervising a team of multi-trades and support admin operatives.

• Full time office based
• £45K – £50K depending on experience

Duties of the Helpdesk Manager:

• Manage and co-ordinate helpdesk team.
• Receiving and distributing clients service requests including scheduling the engineers in a prioritising and coordinated manner.
• Reactive technical support for the engineers, when required.
• Skills test new operatives.
• Sourcing and ordering parts/materials, when required.
• Process improvements to hit KPI’s and SLA’s.
• Monitoring the logging service requests by telephone and email.
• Ensure compliance with statutory and company procedures undertaken by the team.
• Updating and checking client portals.
• Arranging return visits for engineers for uncompleted jobs or to fit additional parts.
• Full responsibility for diary management of allocated engineers and contractors as needed.
• Estimating / Pricing / Invoicing.
• Ensuring all invoicing is completed daily, to include all jobs completed by allocated engineers, PM work and unallocated engineers as required by the business, liaising with engineers.
• Dealing with complaints as required.
• Analysis of job history/running reports.
• Attend management meetings, follow up actions as necessary.
• Interviewing/Training.
• Carrying out one to ones, grievances, and disciplinary meetings.
• Helpdesk diary management coordinating annual leave and shift patterns.
• Liaising with subcontractors to ensure they are providing adequate service.
• Performance Reporting/Appraisals.
• Managing and updating all spreadsheets ensuring are compliant etc.
• Any other ad-hoc duties as required.

Requirements for the Helpdesk Manager:

• Reactive Maintenance Helpdesk Manager experience
• Experience of working in a call handling environment, preferably in the building sector
• Demonstrable interpersonal skills over telephone, email and in person
• Ability to use questioning skills to identify root causes of client issues and find solutions in an efficient and customer focused manner
• Solid experience of working with computer as well as industry specific systems and data entry
• Ability to be calm under pressure and manage clients’ issues and expectations suitably
• Management
• Ability to prioritise workload and delegate proportionately

If you are interested in the above Helpdesk Manager opportunity, please get in touch!