Helpdesk Improvement Manager Job at Boden Group

New

It Helpdesk Manager

We are looking for an organised and capable Helpdesk Manager to take ownership o...

Location

United Kingdom , Kent

Salary:

40000.00 - 50000.00 GBP / Year

NEXTECH GROUP

Expiration Date

Until further notice

Requirements

Previous experience managing or supervising a helpdesk, service desk, or similar operational team
Confident people manager - able to motivate, challenge, and support a small team
Comfortable with service metrics, ticketing systems, and structured reporting
Good communicator - written and verbal, across technical and non-technical audiences
Calm under pressure with a solutions-focused approach
MSP or IT outsourcing background is a strong advantage
ITIL knowledge is useful but not required

Job Responsibility

Lead daily helpdesk operations - ticket allocation, prioritisation, and workload management across the team
Manage team performance, attendance, development, and wellbeing through regular one-to-ones and team meetings
Monitor SLA and KPI performance and produce clear reporting for leadership
Maintain high standards of ticket hygiene, client communication, and documentation
Identify process gaps and drive continuous improvement across the service desk
Coordinate closely with senior technical staff to ensure escalations are handled correctly
Support recruitment, onboarding, and induction of new helpdesk team members
Act as an internal coordination point between the helpdesk, technical teams, and leadership

What we offer

Great benefits and progression

Fulltime

Facilities Helpdesk Manager

Xpert Resourcing are looking for an experienced and customer focused Manager / T...

Location

United Kingdom , Bury St. Edmunds

Salary:

30000.00 - 32000.00 GBP / Year

Xpert Resourcing

Expiration Date

Until further notice

Requirements

Previous experience of managing a customer service team
Excellent communication and leadership skills
Organisational skills with the ability to manage multiple priorities efficiently
Experience in conflict resolution and problem-solving within a fast-paced environment
Previous experience of a similar role or experience of working within Facilities Management will be an advantage, but is not essential

Job Responsibility

Be responsible for overseeing and managing the team, helping to resolve any queries whilst providing exceptional customer service levels
Liaise with all clients, subcontractors and engineers ensuring appointments and visits are all booked efficiently and correctly
Produce and manage reports on a daily basis and ensuring targets are exceeded
Oversee all daily activities of the customer service team, working with them to generate reports and work on areas that be improved where necessary
Work with the team to ensure everyone receives all necessary training and development via training plans
Assume responsibility for all calls that come through and work with the team to efficiently resolve all questions and issues they may have
Any other ad hoc administrative duties as and when needed

What we offer

Pension
Free parking
Health scheme
Casual dress

Fulltime

New

Customer Service Agent

Due to the continued growth and success of Socios.com, we're now looking to recr...

Location

Malta , Malta

Salary:

23000.00 - 27000.00 EUR / Year

Chiliz

Expiration Date

Until further notice

Requirements

Active Listening & Empathy: Ability to truly hear customer concerns, validate their frustrations, and provide compassionate support
Clear Communication: Strong verbal and written skills to explain complex solutions simply across email, and live chat
Patience & Resilience: Staying calm, professional, and positive under pressure, especially when handling difficult or irate callers
Problem-Solving: Critical thinking to quickly diagnose issues and find creative, efficient solutions without relying solely on scripts
Tech & CRM Proficiency: Experience using helpdesk software (like Intercom, Zendesk, or Salesforce) and managing omnichannel queues
Speed & Accuracy: Strong typing skills combined with precise data entry for clean account logging
Multitasking & Organization: Ability to prioritize urgent tickets and manage multiple live chat conversations simultaneously
Product Literacy: Capacity to quickly learn, retain, and communicate deep knowledge of our products and internal policies
Detail-Oriented Documentation: Writing clear, concise internal notes on customer files to ensure seamless team collaboration

Job Responsibility

Resolve Customer Inquiries: Respond to incoming customer questions via email, live chat, and social media in a timely and helpful manner
Troubleshoot & Problem-Solve: Diagnose, investigate, and resolve product or service issues, guiding customers through step-by-step solutions
Manage Support Tickets: Open, track, update, and close customer cases within our helpdesk system (e.g., Intercom, Zendesk, Salesforce)
Proactively Share Feedback: Identify recurring customer complaints or bugs and relay them to management to help improve the product and customer experience
Meet Performance Metrics: Consistently hit team targets for response times, customer satisfaction (CSAT) scores, and resolution rates
Business & Translation Support: Assist with language translations as required by the business to support our diverse customer base
Drive Continuous Improvement: Actively contribute to the ongoing development of our customer service standards, and support the implementation of new products, processes, and policies

Fulltime

Head of Customer Support – B2B SaaS / Technology

Head of Customer Support – B2B SaaS / Technology Permanent Location: UK – Remote...

Location

United Kingdom

Salary:

70000.00 - 90000.00 GBP / Year

DataCareers

Expiration Date

Until further notice

Requirements

Experience leading a customer support, service desk, helpdesk or service delivery function in a B2B environment
Background in SaaS, software, IT services or technology-led customer support
Experience managing SLAs, KPIs, escalations and customer satisfaction metrics
Proven ability to improve, restructure or scale a support function
Experience managing multi-tier support models
Strong people leadership skills, including coaching, performance management and team development
Experience working with ticketing, CRM or service management tools
Strong stakeholder management skills, including the ability to communicate clearly with senior internal stakeholders and high-value customers
Comfortable working across more than one location, region or country

Job Responsibility

Lead and develop a customer support function across multiple locations
Define and embed best practice for excellent B2B customer service
Design, implement and improve a multi-tier support model, such as Tier 1, Tier 2 and Tier 3 support
Establish clear KPIs and performance metrics, including response times, resolution times, SLA achievement, escalation rates and customer satisfaction
Use ticketing data and operational insight to identify bottlenecks, improve workflows and drive continuous improvement
Optimise support tools such as Zendesk, Jira Service Management, Freshdesk, Salesforce Service Cloud or similar
Coach, mentor and develop support leads and support agents
Manage team performance, workload, resource planning and cross-location coverage
Act as an escalation point for high-value B2B customers and critical service incidents
Work closely with Product, Engineering, Revenue and Operations teams to improve customer outcomes

Fulltime

Gas Responsible Person

A leading company in the Facilities Management sector is seeking a permanent Gas...

Location

United Kingdom of Great Britain and Northern Ireland , Cambridgeshire

Salary:

46000.00 GBP / Year

Boden Group

Expiration Date

Until further notice

Requirements

Extensive Gas Expertise: A deep technical understanding of gas safety management, distribution networks, and gas utilisation systems across both commercial and domestic environments
Compliance & Systems Knowledge: Practical experience managing gas compliance, LPG installations, and safe systems of work. Familiarity with Safe Control of Operations (SCO), SHEA Gas, escape/locate/repair activities, and CDM regulations is highly beneficial
Geographical & Logistics Requirement: Must hold a full UK driving license, be comfortable with regional travel, and be based no more than a 1-hour drive from the Huntingdon, Royston, or Saffron Walden regions (encompassing major regional defense infrastructure)
Communication & Influence: Exceptional interpersonal skills with the confidence to advise, influence, and collaborate with engineers, corporate managers, suppliers, and client stakeholders
Security Clearance: The ability to achieve and maintain National Security Vetting (SC Clearance) is a mandatory condition of employment

Job Responsibility

Lead Gas Infrastructure Governance: Act as the appointed point of contact for all gas-related technical matters, ensuring infrastructure compliance in line with Gas Safety Management Plans (GSMP) and statutory requirements
Manage Safe Systems of Work: Oversee the practical implementation of gas safety procedures, controlling on-site activities through the production, review, and issuance of permits to work, risk assessments, and method statements (RAMS)
Assess & Mentor Competency: Evaluate and verify the technical competence of Gas Skilled Persons, supporting their training and ensuring all engineers operating on the estate fully understand their safety responsibilities
Provide Strategic Project Input: Deliver specialist technical guidance, risk assessments, and safety assurance for gas-related lifecycle projects, asset maintenance, and helpdesk queries
Collaborate with Stakeholders: Work closely with the Gas Safety Manager, operational teams, client representatives, and supply chain partners to continuously improve safety performance and resolve corrective actions promptly

What we offer

A basic salary of £46,000 per year
Home-based working with a company car or cash car allowance for site visits
A 6% employee-matched pension contribution and 25 days annual leave
Fully funded, single Private Medical Cover
Life Assurance valued at 2x your annual salary
Funding for 1x professional industry subscription per year

Fulltime

Service Desk Analyst

We are looking for a customer-centric Service Desk Analyst to join a critical bu...

Location

New Zealand , Wellington Central

Salary:

28.00 NZD / Hour

Randstad

Expiration Date

July 09, 2026

Requirements

Proven experience in a Contact Centre or IT Service Desk environment
Strong problem-solving skills and the ability to investigate system breaches or issues
Excellent verbal and written communication skills with a high standard of service ethics
Relevant experience

Job Responsibility

Act as the central contact point for complex incidents, service requests, and technical problems
Assist in investigating and resolving issues related to bespoke applications and network problems
Support user access provisioning and operate logical access controls and security systems
Contribute to system enhancements that improve incident management and the overall customer experience
Maintain accurate records of actions taken and security documentation

Client Services Supervisor

We’re looking for a polished and personable Client Services Supervisor to join t...

Location

United Kingdom , Liverpool

Salary:

32782.00 GBP / Year

14forty

Expiration Date

Until further notice

Requirements

Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together
Have a positive, outgoing personality and be able to easily build rapport with key stakeholders
Be proactive, flexible and adaptable, with great attention to detail and ambition to learn and grow
Display excellent personal presentation and interpersonal skills
Be computer literate, with excellent communication skills, verbal and written, with a professional telephone and email etiquette
Demonstrate the ability to work independently and manage own workload

Job Responsibility

Lead and manage a team of 4, providing guidance, support and development opportunities
Conduct regular one-to-ones with team members to discuss performance, provide feedback, and identify training needs
Lead by example in delivering a warm, courteous and prompt service to all internal and external clients
Oversee call handling for all Call Services, ensuring calls are answered professionally and within agreed SLAs
Act as an escalation point for complex or sensitive client enquiries
Build and maintain strong relationships with clients, PA’s, bookers, and senior stakeholders across all sites
Monitor team inboxes and call queues to ensure emails and enquiries are actioned accurately and within SLA
Identify service issues or trends and implement corrective actions
Oversee the management and administration of meeting room reservations, ensuring accurate scheduling, appropriate room allocation, and effective utilisation of space
Ensure the end-to-end coordination of meeting room bookings and events is delivered in line with service level agreements

What we offer

Exclusive travel and grocery discounts
Life assurance
Contributory pension scheme
Wellness programs
Employee Assistance Program
Digital GP services
Learning and development opportunities
WOW Awards
One paid day off annually to support a cause you’re passionate about

Fulltime

Guest Services Manager

Stepping into this role means taking the lead on one of our most exciting new co...

Location

United Kingdom , London

Salary:

53000.00 - 55000.00 GBP / Year

14forty

Expiration Date

Until further notice

Requirements

Brings proven experience managing a broad range of hospitality and client‑facing services, with the ability to deliver seamless, end‑to‑end service excellence
Driven to create meaningful change, elevate standards, and make a tangible impact across the operation
Skilled at building strong, trusted relationships with clients at every level, fostering confidence and long‑term partnership
Share our Rapport values: Create Rapport, Be Brilliant, Innovative Spirit, Walk Tall and Stronger Together

Job Responsibility

Lead a high‑performing team, manage, motivate, and develop a team of 30 across front of house, events, client suites, floor management, and helpdesk operations
Drive exceptional client relationships and act as the primary point of contact for senior stakeholders, ensuring service excellence and proactive communication
Mobilise a new contract through overseeing all mobilisation activity, from service setup and process design to team onboarding and operational readiness
Oversee HR and people processes, manage recruitment, onboarding, performance conversations, training, and colleague engagement across the full team
Build and enhance SOPs, develop, refine, and implement standard operating procedures to ensure consistent, high‑quality service delivery
Champion quality and service standards through monitoring performance, conduct audits, and introduce improvements that elevate the guest and client experience
Lead strategic succession planning, identify talent, build internal pipelines, and support development pathways across all service areas
Oversee events and client suite operations, ensure premium, seamless delivery of meetings, events, and VIP hosting
Manage front‑of‑house excellence and maintain a five‑star welcome experience, ensuring all touchpoints reflect brand standards
Coordinate floor management activity, ensure workspaces, collaboration areas, and client floors are well‑maintained, supported, and ready for use

What we offer

Exclusive travel and grocery discounts
Life assurance
Cash rewards
Contributory pension scheme
Wellness programs
Employee Assistance Program
Digital GP services
Endless learning and development opportunities
WOW Awards
One paid day off annually to support a cause you’re passionate about

Fulltime

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Helpdesk Improvement Manager

Job Description

Job Responsibility

Requirements

Nice to have

What we offer

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