Murray Recruitment Ltd

Murray Recruitment are recruiting a Helpdesk Manager for our client based in Glasgow. Role Overview This is a key leadership role overseeing a dynamic helpdesk and administrative support function within an engineering services environment. The successful candidate will be responsible for managing a team that ensures operational efficiency, effective workflow, high-quality reporting, and outstanding stakeholder engagement. The Helpdesk Manager will play a critical role in driving service excellence and continuous improvement across support operations. Key Responsibilities Lead, train, and motivate the helpdesk and administration team to deliver accurate, timely, and professional support. Allocate workloads, monitor team performance, and manage task efficiency. Act as the primary escalation point for any administrative concerns or issues. Develop and implement helpdesk procedures to standardise and improve service delivery. Conduct regular team meetings, one-to-ones, and performance reviews. Oversee scheduling and coordination for Operations Managers and field engineers. Ensure accurate processing of work orders, job sheets, and engineer reports. Maintain compliance with internal policies and regulatory standards. Develop and maintain dashboards and performance metrics for reporting. Analyse operational data to identify trends and opportunities for improvement. Ensure data accuracy and support management with key performance reporting. Engage effectively with internal teams, engineers, and senior stakeholders. Build strong working relationships with clients and contractors. Provide regular updates to senior management on helpdesk performance. Skills & Experience Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment. Strong understanding of field operations and service delivery. Experience with CAFM systems, ideally Job Logic (desirable but not essential). Familiarity with Microsoft Dynamics and strong Excel skills. Excellent leadership and coaching abilities. Exceptional organisational and multitasking capabilities. Strong communication and interpersonal skills. Analytical mindset with high attention to detail and commitment to process improvement. Offering Salary: 35,000 - 38,000 per annum. Hours: Monday to Friday 8am-5pm permanent position. 33 Days holiday inclusive of Public Holidays A supportive team environment with opportunities for ongoing development. Additional benefits discussed at interview stage.