Help Desk Manager

Full Job Description

We are currently looking for a Helpdesk Manager to lead the team based at Lincolnshire County Council offices. The role will be responsible for ensuring that your team of CSRs are trained, coached and fully equipped to provide the best possible service at all times to the customer

Duties include:

• Coordinate activities and provide overall management of the Helpdesk, Planning and admin functions.
• Responsible for the daily running and management of a technical call centre
• Ensure all calls are answered within agreed timescales and in an appropriate manner.
• Oversee OOH team operations and be the point of escalation for issue resolution.
• To control and monitor all allocated works issued to engineers & sub-contractors to ensure all KPI’s and SLA’s have been met.
• Produce Weekly/Monthly operational status reports.
• Train and develop team members in the operation of all CSR, Dispatch and Admin support procedures.
• Monitor daily job completion rates with the dispatch function for both planned and reactive tasks, engineer travel time and first time to fix ration to ensure engineering efficiency is at a maximum.

What we are looking for:

• Previous experience overseeing a technical call centre
• Facilities Helpdesk experience would be great but not essential
• Strong people management skills
• Strong systems and IT skills