Helpdesk Operations Lead: Performance, People & Service

Shield Services Group is seeking a Lead to mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, KPIs, SLAs and performance standards to deliver consistently high customer service.

You will monitor performance, conduct one-to-ones and appraisals, identify training gaps, and drive continuous improvement across cross-functional teams including Contract Managers, engineers and Finance.