REQUIREMENTS:

• Experience in a Helpdesk Management role.
• Preferred Industry knowledge in Fire & Security along with Cash software package.
• Strong leadership and team management skills.
• Excellent problem-solving and communication abilities.
• Ability to work under pressure and manage multiple priorities.

ABOUT THE ROLE:

Radiocontact Ltd are currently seeking an experienced Helpdesk Manager to join our team to service our Fire & security clients. This is a key role where you will be expected to step in with ease, ensuring a seamless experience for both our customers and internal teams. This is a fantastic opportunity to lead a team and ensure the smooth operation of our Helpdesk services.
As Helpdesk manager, you will oversee the day-to-day operations of our Helpdesk team, ensuring excellent service delivery, efficient scheduling, and fast resolution of client queries. You will be managing a small but dynamic team, driving performance, and maintaining SLAs.

KEY RESPONSIBILITIES:

• Manage and oversee the daily operations of the helpdesk team and ensure compliance with service level agreements (SLAs).
• Provide leadership, guidance, and support to helpdesk staff.
• Act as a point of contact for escalations and client communication and provide advanced troubleshooting.
• Report on team performance and identify areas for improvement.
• Support the wider operations and service departments as needed.