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Murray Recruitment are recruiting a Helpdesk Manager for our client based in Glasgow.

Role Overview
This is a key leadership role overseeing a dynamic helpdesk and administrative support function within an engineering services environment. The successful candidate will be responsible for managing a team that ensures operational efficiency, effective workflow, high-quality reporting, and outstanding stakeholder engagement. The Helpdesk Manager will play a critical role in driving service excellence and continuous improvement across support operations.

Key Responsibilities

* Lead, train, and motivate the helpdesk and administration team to deliver accurate, timely, and professional support.

* Allocate workloads, monitor team performance, and manage task efficiency.

* Act as the primary escalation point for any administrative concerns or issues.

* Develop and implement helpdesk procedures to standardise and improve service delivery.

* Conduct regular team meetings, one-to-ones, and performance reviews.

* Oversee scheduling and coordination for Operations Managers and field engineers.

* Ensure accurate processing of work orders, job sheets, and engineer reports.

* Maintain compliance with internal policies and regulatory standards.

* Develop and maintain dashboards and performance metrics for reporting.

* Analyse operational data to identify trends and opportunities for improvement.

* Ensure data accuracy and support management with key performance reporting.

* Engage effectively with internal teams, engineers, and senior stakeholders.

* Build strong working relationships with clients and contractors.

* Provide regular updates to senior management on helpdesk performance.

Skills & Experience

* Proven experience managing a helpdesk or administrative team, ideally in an engineering or field service environment.

* Strong understanding of field operations and service delivery.

* Experience with CAFM systems, ideally Job Logic (desirable but not essential).

* Familiarity with Microsoft Dynamics and strong Excel skills.

* Excellent leadership and coaching abilities.

* Exceptional organisational and multitasking capabilities.

* Strong communication and interpersonal skills.

* Analytical mindset with high attention to detail and commitment to process improvement.

Offering

* Salary: £35,000 - £38,000 per annum.

* Hours: Monday to Friday 8am-5pm permanent position.

* 33 Days holiday inclusive of Public Holidays

* A supportive team environment with opportunities for ongoing development.

* Additional benefits discussed at interview stage