Helpdesk Manager

Role Responsibility:

• To manage the day-to-day performance of a small team of Operatives ensuring the continuing achievement of SLA targets.
• To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers.
• Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
• To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.
• The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.
• In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working
• The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
• Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
• Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions
• Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards.
• To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.
• Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.