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!
