Helpdesk Manager

Job Title: Helpdesk Manager

Location: Glasgow

Job Type: Full-time, Permanent

About Us:

FM Search & Select are working with a leading FM company dedicated to delivering high-quality maintenance and support services to clients across various industries. 

Role Overview:

We are seeking a highly organised and proactive Helpdesk Manager to join our Clients team in Glasgow. The role entails delegating and prioritising tasks in alignment with the customer's service level agreement, while ensuring the quality of calls and data input through consistent monitoring and constructive feedback. Additionally, you will be responsible for motivating the team to achieve goals and targets in accordance with the customer contract.

Key Responsibilities:

• Implement performance management strategies to track and showcase the achievement of agreed service levels, while driving continuous improvement initiatives.


• Handle complex cases effectively, ensuring timely and appropriate responses to emergencies or urgent issues as they arise.


• Prepare and deliver relevant management reports and statistical data to senior leadership as required.


• Proactively oversee staff attendance, timekeeping, and holiday entitlements in accordance with company policies.


• Ensure that assigned tasks are completed to a high standard, addressing any gaps and identifying opportunities for team skill development.

Requirements:

• Proven experience in a helpdesk management or supervisory role, ideally within a facilities management or service-based environment.


• Strong leadership skills with the ability to motivate and develop a team.


• Excellent organisational and problem-solving abilities.


• Proficiency in Microsoft Office and experience with CAFM or helpdesk systems.


• Strong communication and interpersonal skills, with a customer-focused approach.


• Ability to work under pressure, manage multiple priorities, and meet deadlines.

Benefits:

• Competitive salary and benefits package.


• Opportunities for career development and training.


• Generous pension scheme and holiday entitlement

If you’re an experienced Helpdesk Manager looking for a rewarding career in with a leading Facilities company, apply today or contact Rebecca Logan at FM Search & Select Ltd.