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Helpdesk Manager – Fitzrovia
Location: Fitzrovia, London
Contract Type: Full-time, Monday to Friday, 8am – 5pm (with flexibility to work from home one day a week)
Salary: £45,000 + benefits package

Job Overview:
We are seeking a highly skilled and analytical Helpdesk Manager to lead a team of three, ensuring smooth and efficient operations across 20 sites. The team handles approximately 2,000 calls per month, and the ideal candidate will be responsible for ensuring Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are consistently achieved. You will also use data analysis and helpdesk software to identify opportunities for continuous improvement.

Key Responsibilities:

* Lead and manage the helpdesk team, ensuring all processes and procedures are followed.

* Analyze performance data to identify trends, improve efficiency, and ensure service targets are met.

* Oversee SLA and KPI adherence across 20 sites.

* Utilize helpdesk software to track performance metrics and produce actionable reports.

* Provide leadership and support to the team, ensuring high standards of service delivery.

* Enjoy the flexibility of working remotely one day a week.

Ideal Candidate:

* Proven experience in helpdesk management or a related role.

* Strong skills in data analysis and performance tracking.

* Proficient in helpdesk software and reporting systems.

* Track record of meeting SLAs and KPIs while managing high call volumes.

* Excellent leadership, communication, and problem-solving skills.

Benefits:

* Competitive salary with a comprehensive benefits package.

* Flexibility to work from home one day a week.

* A dynamic and supportive work environment.

* 25 days holiday plus bank holidays.

* Insurance and healthcare benefits.

If you're looking to take the next step in your career in a fast-paced, collaborative environment, apply today