Helpdesk Manager

Do you have a passion for delivering quality customer service? Are you a natural leader that has a talent for inspiring teams? As Helpdesk Manager, you will be the driving force behind the team, ensuring the achievement of KPIs and meeting the needs of both our internal and external customers.

Your role will involve the adaptation and development of procedures to always ensure the highest quality of service. Efficiency and effectiveness is key, and you will be the champion of these within the helpdesk service. Inheriting ADSL’s 'Safety First’ value, you’ll ensure Health and Safety policies and procedures are adopted, leading by example within your areas of responsibility. You’ll operate under the ethos of "one team", sharing knowledge and utilising productive communication methods to achieve our business and team objectives in operational excellence. And that’s not all! You will also be responsible for continual service improvement and your leadership will guide the team towards success, creating an exceptional customer experience.

But first, meet the team…

With a 35-year contract, making soldiers’ lives better is at the heart of everything we do at Aspire Defence Services.

Seriously, picture a heart (the real one) and imagine how hard it works to keep the body running, making sure every part gets exactly what it needs to thrive. That’s our mission; to deliver a modern, fully serviced, flexible working environment for soldiers.

And just as the heart needs certain parts to keep the body alive, we need the dedication and commitment of our people to support our customers. We deliver a broad range of services for one-third of the British Army living and working on our patch, and we're proud of the work we do.

We’re all about nurturing great teams, and our award-winning safety and wellbeing initiatives are built on keeping an eye out for one another and having a good work-life balance.

In addition to being part of our team, you’ll also get…

• Contributory Company Pension Plan matched up to 6%, plus individual life assurance.
• A shopping discounts scheme
• Employee assistance and health and wellbeing check ins
• Reward and recognition to celebrate outstanding achievements.
• Free on-site parking
• 25 days annual leave plus bank holidays, as well as the option to buy and sell holiday
• On call Allowance

Ready to join the team?

It is necessary for this role to hold A Levels, GCSE English Language and Maths.. Additionally, a strong background in fast-paced facilities management is required, with the ability to handle multiple workstreams simultaneously. It is important to have a comprehensive understanding of FM environments and experience in managing a Helpdesk in a multi-service setting. Familiarity with Facilities Helpdesk software is essential.

The ideal candidate will have a proven track record in creating operating procedures, call scripts, and other relevant guidance documentation for Helpdesk staff. They should also be able to provide statistical analysis to improve the Helpdesk service. We are seeking someone who has set and achieved performance targets for Helpdesk staff and can effectively manage the needs of various stakeholders. It is crucial to be comfortable working in a fast pace service environment. and enjoy the use of new technology to drive continual improvement.

Salary: Up to £40,000 dependent on skills and experience
Location: Tidworth and Bulford

Please note: Our garrisons are tobacco free working environments. As part of this role, you will be required to obtain security clearance prior to starting with us.

ADSL has a legal responsibility to ensure that all its employees have the right to live and work in the UK. If you are invited to an interview, you will be asked to bring with you original copies of documentation that provides evidence of your right to live and work in the UK. Applicants needing skilled worker sponsorship may not be suitable for this post due to the immediacy of the appointment. If you are made an offer of employment, this will be subject to ADSL verifying that you are eligible to work in the UK before you start work.

We are an equal opportunities employer and do not discriminate against protected characteristics. We guarantee that candidates will be given the same consideration and will pass through our established procedures. Please note, this vacancy may close early if we receive a high volume of applications.