Job Description
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, engineers, and senior stakeholders.
- Build strong working relationships with clients and contractors.
- Provide regular updates to senior management on helpdesk performance.
Skills & Experience
- Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment.
- Strong understanding of field operations and service delivery.
- Experience with CAFM systems, ideally Job Logic (desirable but not essential).
- Familiarity with Microsoft Dynamics and strong Excel skills.
- Excellent leadership and coaching abilities.
- Exceptional organisational and multitasking capabilities.
- Strong communication and interpersonal skills.
- Analytical mindset with high attention to detail and commitment to process improvement.
Offering
- Salary: 35,000 – 38,000 per annum.
- Hours: Monday to Friday 8am-5pm permanent position.
- 33 Days holiday inclusive of Public Holidays
- A supportive team environment with opportunities for ongoing development.
- Additional benefits discussed at interview stage.
