Helpdesk Manager

Helpdesk ManagerLocation: PrestonJob Type: Full-timeSalary: £42,000We are seeking a Helpdesk Manager to provide leadership, guidance, and performance management to a Facilities Helpdesk Team. This role involves managing and monitoring reactive, remedial, and planned tasks across our diverse portfolio, ensuring adherence to contractual SLA''s/KPI''s and supporting the wider business objectives.Day-to-day of the role:Manage the reactive task logging process, ensuring SLA/KPI adherence and considering financial and logistical implications.Oversee the jeopardy management process to mitigate performance failure points, financial deductions, and business risks.Take responsibility for high-risk tasks and escalate where necessary.Maintain a strong understanding of contractual risks and organise the Helpdesk team to minimise these while delivering exceptional customer service.Ensure PPMs and scheduled tasks are issued as required and manage escalations or issues relating to asset management and planned tasks.Promote collaborative working across operational teams and supply chain.Manage the Helpdesk team to deliver monthly client contractual reports within SLA.Continuously improve Helpdesk processes to enhance customer experience and efficiency.Provide leadership and line management to the Helpdesk team, including training and development.Required Skills and Qualifications:Minimum 3 years'' supervisory/management experience within the Facilities Management sector.Strong understanding ..... full job details .....