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Your new company
An inclusive place to work, located in the heart of Birmingham. Known for their commitment to equality, wellbeing, and professional development, they offer generous benefits, a collaborative culture, and a strong focus on staff recognition. You'll be part of a forward-thinking institution that values people and promotes continuous improvement.
Your new role
As a Helpdesk Manager, you will lead a team of four in delivering a high-quality support service across the organisation. You will oversee the day-to-day operations of the helpdesk, ensuring that all enquiries received via telephone, email, and the helpdesk system are handled efficiently, professionally, and in line with service level agreements.You will be responsible for allocating incoming requests, monitoring team performance, and ensuring timely resolution or escalation of issues. You'll play a key role in promoting the helpdesk system internally, driving adoption and ensuring users are informed and supported throughout their service journey. In addition, you will analyse helpdesk data, track KPIs, and produce insightful management reports to identify trends and support continuous service improvement. You'll also manage complaints and feedback processes, ensuring appropriate escalation and resolution, while celebrating positive feedback to foster a culture of recognition and excellence.
What you'll need to succeed
To be successful in this role, you will bring strong leadership and team management experience, ideally gained within a helpdesk or customer service environment. You should hold an NVQ Level 3 or equivalent qualification and have proven experience in helpdesk operations, preferably within facilities or IT. Familiarity with MRI software or similar helpdesk platforms is essential, along with excellent communication skills-both written and verbal. You'll need strong analytical and reporting abilities, as well as the capability to manage workloads, prioritise tasks effectively, and drive team performance to meet service standards.
What you'll get in return
- Immediate start available.
- 1-3-month temporary contract with potential for extension.
- Competitive hourly rate.
- Opportunity to work within a large, well-established organisation.
- Valuable experience in a leadership role with scope for development.
What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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