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Helpdesk Manager
Job Posted: 21 minutes ago
Salary: £ 35,000 - 38,000 / Annum
Job Type: Permanent
Location: City of Glasgow
Expire in: a month
Job Description
Murray Recruitment are recruiting a Helpdesk Manager for our client based in Glasgow.
Role Overview
This is a key leadership role overseeing a dynamic helpdesk and administrative support function within an engineering services environment. The successful candidate will be responsible for managing a team that ensures operational efficiency, effective workflow, high-quality reporting, and outstanding stakeholder engagement. The Helpdesk Manager will play a critical role in driving service excellence and continuous improvement across support operations.
Key Responsibilities
* Lead, train, and motivate the helpdesk and administration team to deliver accurate, timely, and professional support.
* Allocate workloads, monitor team performance, and manage task efficiency.
* Act as the primary escalation point for any administrative concerns or issues.
* Develop and implement helpdesk procedures to standardise and improve service delivery.
* Conduct regular team meetings, one-to-ones, and performance reviews.
* Oversee scheduling and coordination for Operations Managers and field engineers.
* Ensure accurate processing of work orders, job sheets, and engineer reports.
* Maintain compliance with internal policies and regulatory standards.
* Develop and maintain dashboards and performance metrics for reporting.
* Analyse operational data to identify trends and opportunities for improvement.
* Ensure data accuracy and support management with key performance reporting.
* Engage effectively with internal teams, engineers, and senior stakeholders.
* Build strong working relationships with clients and contractors.
* Provide regular updates to senior management on helpdesk performance.
Skills & Experience
* Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment.
* Strong understanding of field operations and service delivery.
* Experience with CAFM systems, ideally Job Logic (desirable but not essential).
* Familiarity with Microsoft Dynamics and strong Excel skills.
* Excellent leadership and coaching abilities.
* Exceptional organisational and multitasking capabilities.
* Strong communication and interpersonal skills.
* Analytical mindset with high attention to detail and commitment to process improvement.
Offering
* Salary: £35,000 - £38,000 per annum.
* Hours: Monday to Friday 8am-5pm permanent position.
* 33 Days holiday inclusive of Public Holidays
* A supportive team environment with opportunities for ongoing development.
* Additional benefits discussed at interview stageBefore You Apply
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