Help Desk Manager

Boden Group is excited to be partnering with a leading Facilities company to find an experienced Helpdesk Manager. This is an excellent opportunity to join a dynamic team and take ownership of an essential function that is critical to the smooth running of the organisation.

Key Responsibilities:

• Leadership & Strategy: Take operational and strategic ownership of the Helpdesk function, leading a high-performing team to deliver exceptional service.
• First Point of Contact: Oversee all customer enquiries, ensuring both new and existing clients receive timely, accurate, and efficient support.
• Data Management: Ensure the accurate and effective management of all relevant data, providing key insights and reports on team performance.
• Team Management: Lead, motivate, and develop the Helpdesk Team, setting clear performance targets and providing regular feedback and support.
• Customer Satisfaction: Ensure that customer service is timely and aligned with business KPIs, addressing and resolving customer queries effectively.
• Collaboration: Work closely with other departments to ensure customer needs are met and to continuously improve processes and service delivery.
• Financial Oversight: Monitor financial practices in relation to ongoing works to ensure compliance with internal standards.
• Continuous Improvement: Drive the establishment and implementation of best practices across the technical support process, improving the overall efficiency and effectiveness of the team.

Who We’re Looking For:

We are seeking a proactive, strategic-minded Helpdesk Manager with a track record of leading teams and driving improvements in a fast-paced environment. You will have exceptional communication skills, a passion for customer service, and a strong ability to analyse performance and implement operational improvements.

• Exciting New Office: Join a company that has recently relocated to a modern, well-equipped office in the heart of Central Manchester, offering a fantastic working environment.
• Impactful Role: Play a key part in shaping the future of the helpdesk function and influencing the company’s overall success.
• Growth & Development: Be part of an organisation that values continuous improvement and offers plenty of opportunities for personal and professional growth.

If you’re ready to make a real impact and take your career to the next level, we want to hear from you!

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