Helpdesk Manager
Southampton, Hampshire, United Kingdom
Marble Talent Group Ltd
SLAs), and financial expectations. They collaborate closely with Engineering, PPM, Remedials, and Estimations teams to drive smooth operations and maintain client satisfaction. This execution-led role focuses on operational control, internal communication, team leadership, and margin protection. The Helpdesk Manager contributes to business planning and forms a key part of the Maintenance Senior Leadership Team. Key Responsibilities Team Leadership … Helpdesk Administrators Promote accountability through 1:1s, coaching, and structured performance management Foster a high-performance team culture centred around ownership, service, and commercial understanding Resource Scheduling & Operational Control Oversee engineer allocation using BigChange and other CAFM systems Balance commercial targets, client SLAs, and engineer wellbeing in resourcing decisions Ensure smooth, accurate Helpdesk job flow aligned with contract obligations … Forecasting, Billing & Financial Discipline Own the weekly Helpdesk forecast, including revenue planning and billing performance Ensure prompt invoicing of completed works, collaborating with Finance to prevent revenue leakage Monitor cost control measures and escalate potential risks to revenue or margin Stakeholder & Client Coordination Build strong working relationships with Estimations, Remedials, PPM, and Engineering teams Handle escalations professionally and More ❯
Employment Type: Permanent
Salary: £40000 - £50000/annum
Posted: