Overview Are you someone who is passionate, motivated, and driven to make a difference? If so, MSA Safety is the perfect fit for your career. At MSA, SAFETY is who we are AND it is what we do. We are a purpose-driven company committed to deploying innovation and technology to deliver on our Mission to help protect people and assets all around the world. We continue to be relentless in our pursuit of solving our customers greatest problems so they can go home safe each and every day. Are you in? Read on for more details about this particular role. Responsibilities Lead and support a team of four Helpdesk Coordinators to deliver outstanding customer service and exceed agreed KPIs Allocate and manage daily workload through Daily Huddle objectives, ensuring team alignment and productivity Coach, motivate and develop team members through regular 121s and personalised development plans Work alongside the Service Contract Manager to drive value, efficiency and high standards across critical service contracts Foster a culture of accountability, collaboration and continuous improvement Identify and implement process improvements through root cause analysis of complaints and escalations Document, standardise and maintain operational processes, ensuring compliance and audit readiness Manage inventory levels based on contractual requirements and minimum stock thresholds Contribute to daily operations by managing a portfolio of accounts and supporting administrative tasks Act as deputy in the absence of the Service Contract Manager, ensuring continuity of leadership and service delivery Qualifications Proven leadership skills including delegation, coaching and team development Customer service excellence Excellent verbal and written communication skills Technically minded with an eye for detail Adept at managing multiple priorities in a dynamic, fast-paced environment Proficient in MS Office suite SAP experience desirable but not essential