Help Desk Operations Manager

Due to continued Investment and growth, an exciting opportunity for a Help Desk Operations Manager has arisen. This job would be ideal for someone with extensive help desk experience & knowledge in running & managing a busy help desk together with managing a team of engineers & operatives.

Go-Fix Mechanical & Drainage Services provide drainage, plumbing, ground works, vacuum tanker and other various key maintenance services for a broad range of clients in Greater London & the surrounding counties.

• As the help desk operations manager, you will be expected to deliver a high standard of work with excellent customer service
• To manage a team of help desk operatives carrying out varied tasks including running & updating client portals, ensuring WIP numbers are managed & delegated accordingly
• Updating key account clients & working alongside the accounts team in order to ensure works, call outs & projects are brought to the correct conclusions
• Able to prioritize workloads, Multitasking is a must as we are a fast paced reactive help desk
• Excellent organisational skills, able to work to deadlines and work under pressure
• Excellent telephone manner
• Great management & communication skills - able to deal with customers and all levels
• Proficient in Microsoft Office programs excel Outlook and Word
• Have the ability to pick up new processes, retain and process Information
• Ability to be part of a team and carry out of variety of tasks
• The ability to work on own as well as managing a team & manage time effectively and efficiently

• Monitoring mailboxes
• Running a team of help desk administrators
• Managing a number of client portals & updating clients accordingly
• Login and following up of emergency call out orders & PO’s
• Ensuring all jobs from previous evenings and weekends are updated
• Answering high volume inbound calls, assisting customers with specific inquiries and job bookings
• Operating uploading and updating jobs on our company job management system
• Updating worksheets with changes and statuses of each job
• Ability to prioritize his own workload to meet deadlines
• Providing of level of support to the help desk administrators & operations managers
• Providing clients with updates on the progression of jobs and projects
• Working to time scales as part of a high performing team
• Working alongside operations managers within the business & reporting to directors on a weekly basis
• Monday to Friday 7.30 am to 5.30 pm plus the requirement of overtime as needed
• Out of hours Escalations being 1 evening per week plus 1 weekend per month

£40'000 - £55'000 + Over time (Based on experience)

• Full uniform & PPE provided
• Company vehicle & fuel card
• Company Iphone & IPad provided
• Progression & salary increases based on performance
• Free Perk-box subscription
• Additional holiday benefit
• Company pension
• Be part of a strong up & coming business that is experiencing year on year growth