Back to search
You'll be joining a committed and professional team in Birmingham, known for delivering excellent services and maintaining strong client relationships. With a hybrid arrangement of 4 days in the office and 1 day working from home, this Helpdesk Manager role offers a healthy work-life balance while giving you responsibility and autonomy over day-to-day helpdesk operations.
We'd love to hear from anyone with experience on a service desk or in maintenance coordination, who is ready to hit the ground running and take ownership of this dynamic Helpdesk Manager role.
In this position, you will be:
- Taking all inbound maintenance request calls via email or phone
- Maintaining a high degree of customer service for all support queries
- Logging all calls on the system and maintaining full documentation
- Allocating service requests to the dedicated service provider
- Monitoring supplier performance against agreed SLA's and reporting using KPI's
- Communicating with and chasing service providers for updates
- Updating relevant documentation with precise notes
- Passing end-of-day notes to the out-of-hours team
- Handling complaints regarding call outs
- Extracting monthly maintenance details and cross-referencing them against schedules
- Assessing contractor competency and reviewing H&S arrangements
- Raising purchase orders to be assigned to contractors
- Experience on a service desk or in a service/maintenance environment
- Strong time management skills, with the ability to prioritise workloads
- Excellent communication skills: written, verbal, report writing, and presenting
- Proficiency in Microsoft 365 and CAFM systems
- Strong planning, organisational, and delegation skills
- Experience building and maintaining professional relationships with clients, contractors, and customers
- Self-motivation and the ability to work independently and as part of a team
- Competence in end-point management
- Ability to lead by example, share expertise, and act with integrity
- Analytical skills to evaluate the wider implications of solutions or processes
- Experience in incident and service request management
- Permanent contract
- 37 hours per week (Monday - Friday, 9am - 5:30pm)
- Hybrid working; likely 4 days in the office, 1 day at home
- Supportive working environment with opportunities to take ownership of your role
Travel & Location
This role is based in Birmingham, Newhall Street. Excellent transport links and hybrid working make it easy to balance meaningful work with lifestyle.
Additional Details
- Team Management: No direct reports
- Specific Project: Helpdesk management with a new system implementation
- Expected Start Date: ASAP
- Interview Availability: ASAP
