Helpdesk Manager

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.