Lead, mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, responsibilities, KPIs, SLAs and performance standards to deliver consistently high operational performance and customer service
Monitor individual and team performance by conducting regular one-to-ones, appraisals, and quality audits, and providing constructive feedback.
Identify training and competency gaps, and build Helpdesk Administrators’ confidence, decision-making, ownership, and problem-solving skills while reducing unnecessary escalation.
Manage workloads, staffing levels, holiday cover and out-of-hours resource, reallocating responsibilities as required to maintain service levels and operational continuity.
Lead regular team meetings and cross-functional collaboration with Contract Managers, engineers, Finance and other operational teams to address issues, review client feedback and drive continuous improvement.
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