Helpdesk Manager

Location: St. Albans, AL1

Salary: 38,000 - 40,000

Working Hours: Monday- Friday (8:30am-5:30pm)

Job Code: MJ2210

Helpdesk Manager

I am currently representing a well-established Building Services firm in St. Albans who are looking for an experienced Helpdesk Manager to lead their busy operations team.

My client has been a specialist in the sector for over 30 years and requires a proven manager who has a track record of leading helpdesk or dispatch teams within Facilities Management. This is a hands-on role where you will take full responsibility for the department, ensuring high service levels are maintained across their commercial contracts.

This is a great move for a dedicated manager who thrives in a fast-paced environment and has the experience to lead a team, manage client relationships, and hit performance targets.

Key Responsibilities:

• Oversee the day-to-day helpdesk operations, including coordination for out-of-hours service delivery.
• Monitor and report on Service Level Agreements (SLAs)
• Conduct regular team appraisals and provide ongoing support to helpdesk operators.
• Generate periodic contractor and performance reports for the management team.
• Manage the end-to-end quotation process, including the generation of quotes and tracking of financial approvals.
• Oversee the administration of maintenance contracts and service agreements.
• Liaise with Contract Managers to optimise helpdesk efficiency and service flow.
• Attend monthly client meetings to review performance data and address operational needs.
• Act as a point of escalation to ensure high levels of customer satisfaction are consistently met.
• Ensure all works and operations comply with statutory requirements, company policies, and Health, Safety, Quality, and Environmental (HSQE) legislation.

Requirements, Skills & Experience:

• Proven experience in a fast-paced helpdesk environment, ideally within the building services or facilities management sector.
• Experience supervising or managing a team, including conducting performance reviews and managing rotas.
• A strong understanding of Service Level Agreements (SLAs) and a track record of meeting or exceeding performance targets.
• Proficiency in generating detailed reports and analysing data to identify service improvements.
• A solid grasp of Health, Safety, Quality, and Environmental (HSQE) standards and statutory compliance.
• Ability to liaise confidently with internal Contract Managers and external clients during formal meetings.
• Excellent time management skills with the ability to prioritize tasks in a high-pressure environment.

Benefits:

• Free parking
• 28 Days Holiday Inc. Bank Holidays
• Company Events
• Pension

Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not been successful. However, we will keep your details on our database, and will contact you when other suitable positions become available.