Helpdesk Manager Solihull, England
Job description
Dovetail Group have an excellent opportunity for a Helpdesk Manager, to join our helpdesk team, based at our offices in Solihull,
About Us:
Dovetail Group was formed in 2011 specialising in Facilities Management. Thanks to our continual growth, we have added a host of services and expanded the sectors in which we provide facilities support, becoming a comprehensive and respected member of the FM community. Our additional services include Vegetation Management, Grounds Maintenance, Tree Services, Construction, Cleaning and Training.
The Role:
As the helpdesk Manager, you will be responsible for leading and managing our helpdesk team, ensuring the delivery of high-quality support services to clients and internal users, in addition to working closely with other department managers to ensure that the helpdesk team meets the needs of the organization and our clients
Delivering an outstanding customer experience is at the heart of everything we do.
Main Duties & Responsibilities:
- Manage and lead a helpdesk team to ensure the timely and effective resolution of technical issues reported by clients and internal users.
- Develop and implement service desk procedures and policies to ensure consistent service delivery and to improve efficiency.
- Provide leadership and guidance to helpdesk team members to foster a positive and productive work environment.
- Develop and maintain metrics to track helpdesk performance, including work order volume, work order resolution time, customer satisfaction, and first-time fix rates
- Conduct regular performance reviews of helpdesk team members and provide feedback to help team members improve their performance.
- Develop and maintain relationships with key stakeholders to ensure that the help desk is meeting their needs.
- Ensure that service desk team members are properly trained and have the necessary technical skills to provide effective support.
- Ensure that service desk tools and systems are up to date and are being used effectively.
- Identify areas for improvement and develop plans to implement changes to improve service desk operations.
Essential Qualifications & Experience:
- Must have strong experience managing a helpdesk team.
- 2+ years working within reactive and planned maintenance scheduling / mobile engineering environment.
- Excellent communication skills, including the ability to communicate technical information to non-technical users.
- Strong leadership skills, with the ability to motivate and guide a team.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Strong problem-solving skills, with the ability to identify and resolve technical issues.
- Strong customer service skills, with the ability to provide exceptional customer service to clients and internal users.
- Ability to work collaboratively with other department managers and stakeholders.
A typical working week would look like:
0800-1700 with 1 hour lunch
Job Types: Full-time, Permanent
Salary: £37,000.00-£40,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
Schedule:
- 8 hour shift
- Holidays
- Monday to Friday
Ability to commute/relocate:
- Solihull: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (preferred)
Experience:
- Help desk: 2 years (required)
- Customer service: 2 years (preferred)
Work Location: In person
