Helpdesk Manager

At Hakim Group, we're on an exciting journey towards Vision 2030, with a goal of supporting 1,000 successful independent practices across the UK and Ireland.

As part of this ambitious growth, we're launching a brand-new Helpdesk function at our HQ. We're looking for an experienced and passionate Helpdesk Manager to lead the team, shape the service from the ground up and ensure our practices receive an exceptional support experience.

This is a unique opportunity to build and develop a new function within a growing business, creating processes, driving continuous improvement and leading a team that makes a genuine difference to our partners every day.

You'll work closely with departments across the business, helping to strengthen relationships, improve operational efficiency and ensure our practices can focus on delivering outstanding patient care and growing their businesses.

• Exciting calendar of events, fostering a vibrant work culture.
• Employee health plan to prioritise your well-being
• Rewards portal with exclusive benefits and offers.
• Embrace a supportive and expanding team, immersing yourself in our award-winning Hakim Group culture.
• Progression opportunities.

Join us at the Hakim Group and be a part of our continued growth and innovation. Contribute to shaping the way we work while enjoying a challenging and fulfilling career with us.

As Helpdesk Manager, you will be responsible for leading our Helpdesk operation, ensuring the delivery of a high-quality, efficient and customer-focused support service to practices across the UK and Ireland.

You'll oversee the management of incoming support requests, coach and develop Helpdesk Advisors, monitor performance against service standards and work collaboratively with teams across HQ to ensure queries are resolved effectively.

You'll also play a key role in developing processes, identifying opportunities for improvement and establishing a Helpdesk function that supports our Vision 2030 ambitions.

KEY RESPONSIBILITIES

• Lead, manage and develop the Helpdesk team
• Oversee the day-to-day operation of the Helpdesk function
• Ensure support requests are logged, prioritised and resolved effectively
• Monitor performance against service levels and identify areas for improvement
• Act as an escalation point for complex queries and issues
• Build strong relationships with departments across HQ to support effective resolution of requests
• Develop and maintain Helpdesk processes, procedures and knowledge resources
• Analyse trends and recurring issues to drive continuous improvement
• Produce reporting and performance insights for key stakeholders
• Support the implementation of new systems, processes and service enhancements
• Champion an outstanding customer experience for our practices

SKILLS, KNOWLEDGE & EXPERIENCE

We're looking for an experienced people leader who is passionate about delivering exceptional service and creating high-performing teams.

You'll be highly organised, commercially aware and able to balance operational delivery with continuous improvement. Most importantly, you'll enjoy building relationships, solving problems and helping others succeed.

Essential

• Previous experience managing a Helpdesk, Service Desk or Customer Support function
• Strong leadership and people management skills
• Experience working with ticketing systems and service level agreements (SLAs)
• Excellent communication and stakeholder management abilities
• Strong organisational and prioritisation skills
• Proven ability to identify and implement process improvements
• Strong problem-solving and decision-making skills
• Ability to analyse performance data and drive service improvements

Desirable

• Experience supporting multi-site operations
• Experience within retail, healthcare or optical sectors
• Knowledge of business functions such as HR, IT, Finance or Operations
• Experience implementing or developing support processes and systems
• ITIL or other service management qualifications

Click apply below and we will ensure you are contacted as soon as possible by one of our team.