Helpdesk and Performance Manager

Role; Helpdesk and Performance Manager

Salary: £50,000 - £55,000

Location: London, SW1Y

Hours: Monday to Friday - 08:00 - 17:00

Duration Permanent

• Line management of all helpdesk employees
• Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system.
• Managing excellence levels of customer service throughout the journey
• Managing the Planned Maintenance scheduling and distribution to site teams.
• Logging closure with correct documentation and compliance.
• Daily, Weekly and Monthly reporting of helpdesk stats
• Improvement plans against poor performing areas.
• Working directly with operational teams to drive continuous improvement
• Reviewing trends in data to understand quicker response times
• Building process, procedure and governance planning
• Ensuring adherence to account KPI's and SLA metric

Data & Process

• Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
• Build governance packs to manage the requirements of the account from a contractual perspective.
• Ranging from MBR's, QBR's, ABR's, KPI's and contractual commitments.
• Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive.
• Build the process and procedure to operate the account
• Manage the integration of global IT systems to run operations
• Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
• Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made

Additional

Internal monthly reports on QHSE, finance and strategy.
Manage the communication for the account, from weekly updates through to regular flow through of communications
Ensure all new hires are processed effectively.

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