Helpdesk Manager - Healthcare Division

Job Title:  Helpdesk Manager – Healthcare Division 
Department: Service and Maintenance
Location: Dartford
Basic Working Hrs:  Full Time – (Mon to Fri 8am to 5pm) 

Job Summary
The Helpdesk Manager is responsible for overseeing the daily operations of the Helpdesk to ensure efficient, timely, and high-quality technical support for end users. This role leads the helpdesk team, manages support processes, ensures service level agreements (SLAs) are met, and drives continuous improvement in customer satisfaction and operational performance. 

Key Responsibilities 

• Lead, coach, and manage the helpdesk/support team, including their       development, performance and Annual Leave ,  

• Annual leave cover for the administrative team and functions  

• Administration team appraisals. 

• Monthly 1-2-1 with administration team. 

• Act as an escalation point for complex or critical administrative or client issues 

• Establish, monitor, and improve Client SLAs and support workflows across the portfolio 

• Strictly adhere to internal KPI reporting and resolution within the full CAFM Dashboard suite 

• Support administration team with daily tasks including but not limited to;  Invoicing, quoting, CAFM, organising           reactive works, parts and client queries. 

• Proficient in auditing core PPM and Works documentation to ensure they are completed and administered to the         highest standard expected by client, company and industry.. 

• Attend client meetings. 

• Prepare regular performance reports for management and client alike 

• Develop and maintain helpdesk documentation, knowledge bases, and standard 
   operating procedures 

• Monitor customer satisfaction and implement improvements based on feedback 

Required Skills & Qualifications 

• Experience in a senior leadership role 

• Experience of leading and developing a team 

• Excellent problem-solving, communication, and interpersonal skills 

• Ability to manage priorities in a fast-paced environment 

• Strong customer service mindset 

• Excellent data analytical skills  

• Ability and experience to provide proven solutions to any helpdesk related issues

Health and Safety:
As a member of the team, you will be required to fulfil our legal duty to take reasonable care for the health and safety of yourself and others who may be affected by your actions, and to follow all guidance and instructions given in this respect.

The above list of job duties is not exclusive or exhaustive and the post holder will be required to undertake such tasks as may reasonably be expected within the scope and grading of the post. Job descriptions should be regularly reviewed to ensure they are an accurate representation of the post. 

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, colour, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability