To lead and support the Helpdesk operation, ensuring the effective delivery of customer support services. The role is responsible for overseeing the performance of Helpdesk teams, ensuring customer enquiries and service requests are handled efficiently, accurately, and in line with established processes, service standards, and contractual requirements. As our Helpdesk Manager you will develop team capability through effective leadership, coaching, training, and upskilling initiatives, ensuring Team Leaders and their teams are equipped to deliver exceptional customer service. The role will also drive continuous improvement by reviewing, evaluating, and enhancing business processes, ensuring changes are communicated effectively and successfully implemented across the operation. In this role you will foster a culture of accountability, collaboration, and continuous development to support both business objectives and customer satisfaction.
What will be my core responsibilities?
Leadership and People Management
- Provide effective leadership, direction, and support to a team of six Team Leaders, fostering a high-performance culture focused on customer service excellence, accountability, and continuous improvement.
- Conduct regular one-to-one meetings and monthly performance reviews with Team Leaders, setting clear objectives, monitoring performance against agreed KPIs, and identifying development opportunities.
- Support succession planning and talent development by identifying training needs and implementing development plans across the Helpdesk function.
Operational Management
- Support Team Leaders to maintain appropriate oversight of their teams, monitoring performance, quality, productivity, and customer satisfaction.
- Workforce planning and resource management, ensuring appropriate staffing levels and Helpdesk coverage are maintained to meet customer demand, operational requirements, and service level commitments.
- Monitor service performance against contractual obligations, KPIs, SLAs, and customer expectations, implementing corrective actions where required.
Process Governance and Continuous Improvement
- Take overall responsibility for ensuring operational processes, procedures, and policies are consistently followed by Helpdesk teams and Out of Hours providers.
- Review and evaluate existing processes to identify opportunities for efficiency improvements, service enhancements, and risk reduction.
- Use management information, performance data, customer feedback, and trend analysis to drive continuous improvement
Stakeholder Management
- Build and maintain strong working relationships with Account Managers and Account Directors, acting as a key operational contact for service delivery matters.
- Work collaboratively with Account Managers to ensure customer requirements are understood and operational delivery aligns with contractual commitments.
- Support client meetings, service reviews, audits, and business reviews as and when required.
Out of Hours (OOH) Provider Management
- Manage the operational relationship with Out of Hours service providers, ensuring service delivery meets agreed standards and contractual requirements.
- Identify and address performance issues promptly, implementing improvement plans where necessary