Helpdesk Manager
£30 to 35k
FTC - 12 months
Leeds - office based
The Helpdesk Manager will take full responsibility for the planning function across assigned contracts, ensuring engineers are effectively scheduled to maximise productivity and meet contractual and revenue targets. The Helpdesk Manager will play a critical role in balancing workloads, identifying resourcing gaps, and escalating issues where necessary.
Key Responsibilities:
* Manage a team of planners in the repairs department.
* Ensure planners are supported, trained, and fully equipped to carry out their daily responsibilities.
* Oversee team performance to ensure all tasks are completed in line with contract requirements.
* Manage team availability, including holidays and sickness, ensuring sufficient cover is maintained at all times.
* Conduct monthly one-to-one meetings with each team member to support development and performance.
* Liaise with supervisors and report any deviations from agreed plans to the Operations Manager.
* Monitor call statistics and carry out regular quality checks on team performance.
* Track and manage overdue works, order completion, and cyclical maintenance activities.
* Monitor, analyse, and report on KPIs in line with contractual requirements.
* Produce and present monthly contractual reports at service meetings.
* Build and maintain strong client relationships, ensuring KPI compliance and service delivery standards are met.
* Provide regular performance updates and improvement plans to the Operations Manager.
What’s on Offer:
* Competitive salary
* Pension scheme
* 24 days annual leave plus public holidays
* Life cover (1.5x annual salary)
About You:
* Previous experience managing a team of planners or administrators.
* Experience within maintenance or service delivery environments.
* Strong IT skills, including experience with scheduling systems and mobile/handheld technology.
* Proven people management and leadership capability.
* Experience managing subcontractors or external supply chains.
* Strong understanding of customer service and service delivery standards.
* Excellent organisational and administrative skills.
Apply now to be considered for this Helpdesk Manager position
Salary description
£30000.00 - £35000.00 per year