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Reactive Maintenance Helpdesk Manager Annual Salary: £40,000Location: Waltham Abbey, EssexJob Type: Full-time permanent, Office hours: Monday to Friday, 8am to 5pm. We are seeking an enthusiastic, dynamic, and forward-thinking Reactive Maintenance Helpdesk Manager to join this busy and friendly company in the local area. The successful candidate will be responsible for managing a high-profile helpdesk while supervising a team of multi-trade operatives and support admin staff. Day-to-day of the role: Manage and coordinate the helpdesk team, ensuring efficient operation and client satisfaction.Handle the receipt and distribution of client service requests, scheduling engineers in a prioritised and coordinated manner.Provide reactive technical support to engineers as needed.Conduct skills testing for new operatives and manage sourcing and ordering of parts/materials.Implement process improvements to meet KPIs and SLAs.Monitor service request logging via telephone and email, ensuring compliance with statutory and company procedures.Manage full diary responsibilities for allocated engineers and contractors, including arranging return visits and managing annual leave and shift patterns.Handle estimating, pricing, and invoicing, ensuring all invoicing is completed daily.Address customer complaints and conduct job history analysis and reporting.Participate in management meetings and follow up on actions as necessary.Conduct interviews, training, one-to-ones, grievances, and disciplinary meetings.Manage performance reporting and appraisals, ensuring all documentation and spreadsheets are compliant and up-to-date.Perform any other ad-hoc duties as required. Required Skills & Qualifications: Proven experience as a Reactiv