Helpdesk Manager

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, ..... full job details .....