Job Title: Helpdesk Manager
Location: Glasgow
Job Type: Full-time, Permanent
About Us:
FM Search & Select are working with a leading FM company dedicated to delivering high-quality maintenance and support services to clients across various industries.
Role Overview:
We are seeking a highly organised and proactive Helpdesk Manager to join our Clients team in Glasgow. The role entails delegating and prioritising tasks in alignment with the customer's service level agreement, while ensuring the quality of calls and data input through consistent monitoring and constructive feedback. Additionally, you will be responsible for motivating the team to achieve goals and targets in accordance with the customer contract.
Key Responsibilities:
* Implement performance management strategies to track and showcase the achievement of agreed service levels, while driving continuous improvement initiatives.
* Handle complex cases effectively, ensuring timely and appropriate responses to emergencies or urgent issues as they arise.
* Prepare and deliver relevant management reports and statistical data to senior leadership as required.
* Proactively oversee staff attendance, timekeeping, and holiday entitlements in accordance with company policies.
* Ensure that assigned tasks are completed to a high standard, addressing any gaps and identifying opportunities for team skill development.
Requirements:
* Proven experience in a helpdesk management or supervisory role, ide...