Helpdesk Manager
Company: Invictus Group
Location: Cheam
Posted: April 22nd, 2026
Responsibilities
- Supervision of helpdesk team
- Responsible for ensuring service levels are met and exceeded
- Active member of helpdesk team, dealing with day to day client calls and initial point of escalation for all helpdesk related issues
- Ensure accuracy of all incoming reactive jobs within cafm system and allocate to the site team, monitor and control quality of team performance.
- Ensure self / team follow up on all jobs to ensure completion within the SLA's.
- Actively manage and monitor Web quote status, build relationship with client teams to ensure efficient processing of additional works
- Communicate clearly with the customer on the status of the jobs they have logged, checking that the customer is fully satisfied with the service they received.
- Build relationships on site, with suppliers and sub-contractors to assist with the delivery of a prompt and professional service to the client.
- Ensure sign off all reactive tasks on the Hub system in a timely fashion
- Produce reactive reports to form part of the customer and company reports.
- Assist in Contract Support duties when required. This may include logging timesheets and expenses, raising purchase orders and assisting with monthly reports and contract review packs.
- Any other reasonable management request
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