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Help Desk Operations Manager

Apply2020-07-17 13:13:142021-06-28Eden Brown Built Environment

Help Desk Operations Manager

Date posted: July 17, 2020
£45000.00 - £55000 per annum
South Yorkshire, England
Permanent
Job description

Help Desk Operations Manager - South Yorkshire

My client is the global leader in real estate services and leverages the industrys most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Their vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally they employ over 70,000 employees and operate in 48 countries.

The leading global provider of integrated facilities and corporate real estate management. Are recruiting a Helpdesk Operations Manager to join the team located in Doncaster Contact Centre.
The main feature of this role will be to add value through the proactive leadership, supervision, planning and organisation of the helpdesk operation on a daily basis. Lead role for daily helpdesk operations service delivery and initiating, co-ordinating and communicating information on its behalf with the Operations team and client where required. Develop the helpdesk operation to effectively support the client

Your Experience
Demonstrable experience of a similar role in a helpdesk environment
Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities
Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities
Data production and analysis skills
Able to co-ordinate resource appropriately to respond to changing priorities and targets
Calm manner able to work under pressure and against rapidly changing demands and priorities.
Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.
Able to communicate at all levels
Your Aptitudes
Excellent command of the English language demonstrated through good verbal and written communication.
Must be detail conscious, accurate and methodical in approach.
Strong organizational and communication skills
Able to work systematically and use own initiative.
Able to work on more than one task at any given time.
Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
Strong line management and leadership skills
Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the team.
Dedicated and takes ownership
Have a positive attitude
Reliable, able to complete work within required time frame and manage own deadline requirements.

Responsibilities
Management of day to day Helpdesk operations and team management structure
To lead and drive the development of the Helpdesk operation and external client solutions, including (not limited to) CAFM, telephony, workload management and allocation system and process development
Provide support and direction to Helpdesk team managers in the areas of team management, service delivery and performance
Carry out periodic and adhoc quality checks to all helpdesk activity including (not limited to) job logging, call handling, communications and incident management
Delivery of key Helpdesk metrics and service levels
Support operations performance measures by monitoring service delivery against contract metrics and driving jeopardy management
Carry out proactive data trend analysis for jobs logged, signposting any event changes to the operations team and adjusting script instructions where needed
Ensure Helpdesk delivers a superior level of customer service
Lead role in ensuring Helpdesk operation supports regional teams
Quality training and frontline service delivery
To administer and maintain the Telephony System in its effective use of call routing within the helpdesk
Act as escalation point for helpdesk activities (may include out of hours calls)
Support management of supplier relationship and performance monitoring
To ensure the Helpdesk operation is working as efficiently and cost effectively as possible within an agreed budget and on a 24x7 basis.
To have a full understanding of company objectives and strategy to ensure the development and implementation of working procedures in order to deliver a quality service to the customer and external clients
Oversee management of customer service advisors and helpdesk contract support colleagues, carry out performance reviews, and ensure continuous development of team. Managing sickness, absence and disciplinary issues.
Ensure that Customer Service Advisor team colleagues are given clear guidance to enable them to accurately decide the priority of a call in accordance with the agreed standards.
Production of periodic and ad-hoc MI reports for performance measurement and service improvement purposes.
Continuous liaison with all operations teams to ensure the appropriate communication protocols are maintained
Overview the incoming requests to the helpdesk to achieve accurate assignment of different types of requests.


Your expert recruitment consultant is Deborah Longstaff, call today on 02074 227335 or email d.longstaff@edenbrown.com Eden Brown is committed to equality in the workplace and is an equal opportunity employer. Eden Brown Ltd is acting as an Employment Business in relation to this vacancy.

Reference: 263389DLO_1594987994

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