Header - General Management

Helpdesk Manager Tewkesbury, United Kingdom Up to £31939

Helpdesk Manager

Location: Tewkesbury, United Kingdom |
Salary: Up to £31939 |
Posted: 9 Dec 2021 |
Business Unit: UK Secure Solutions |
Contracted Hours: Full-time |
Employee Status: Fixed Term |
Reference: 21000387

About the company:  G4S is a leading global security and outsourcing group, specialising in outsourcing of business processes in sectors where security and safety risks are considered a strategic threat. G4S have recently been acquired by Allied Universal making the company the biggest security provider and the 7th largest employer in the World.

The Access Control Team Manager works in conjunction with the Access Control Team manager providing support and cover during absence. They have direct line management responsibility of the Helpdesk staff. The primary function of the helpdesk staff is to be the main contact and support for the DWP Contract, which incorporates Integrator, Authority and G4S Management Teams. The Helpdesk Operators are in place to ensure that work order management is robust to ensure the financial penalties are kept to a minimum and to ensure that a high degree of accuracy is maintained. This ensures that the company is able to achieve consistently high scoring in the company KPI’s whilst also achieving the service level agreements laid down by the Integrator.

Job Responsibilities: 

  • Helpdesk Operators
  • Provide quality service delivery
  • Operational management of the AIC helpdesk in line with expected standards and requirements
  • Management and development of all AIC helpdesk staff members
  • AIC reporting, internally and externally
  • Training & Coaching
  • Communication with members of the G4S business in all areas
  • Liaising with integrators Customer Service Centre managers
  • Ensure that SLA’s are met and manage KPI performance
  • General administration in support of the contract management team
  • Manage the work order process to ensure closures within the given time frames
  • Assisting with the creation and administration of contract related reports and detailed analysis and input concerning reports of a financial nature
  • Communication with members of the G4S business in all areas
  • Supporting work order processing during times of high activity
  • Completion / submission of company documentation
  • Assist with the training and support of new staff


The chosen candidate will have: 

  • Excellent Communications Skills
  • Planning and organising understanding
  • Intermediate IT and technical skills
  • Ability to work with detailed information
  • Ability to create reports and work with detailed analysis
  • Financial awareness
  • Customer focus.

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