Helpdesk Manager

An Information Technology organisation requires a dynamic Helpdesk Manager to join their friendly, close-knit team, leading the UK helpdesk function and ensuring top-tier support across a range of technologies, including footfall counters, QSR systems and CCTV infrastructure. As Helpdesk Manager, you will play a vital role in managing a small team, driving service quality and delivering key insights to improve performance. Successful candidates for the position of Helpdesk Manager will be natural leaders with a genuine passion for service improvement, problem-solving and team development. Offered as a permanent contract, the role of Helpdesk Manager provides a competitive salary, extensive benefits, a collaborative and innovative work environment, with an immediate start available. Duties of Helpdesk Manager: * Own and oversee day-to-day helpdesk operations, ensuring smooth and efficient support services for clients and internal teams * Lead, support and develop a high-performing team, fostering a positive work environment, providing mentorship and encouraging professional growth * Drive service quality, ticket resolution, and SLA compliance, overseeing support case monitoring, analysing resolution times and refining processes * Identify trends and implement continuous improvements, analysing recurring issues, optimising response protocols and developing proactive strategies * Collaborate with internal teams and engage with key clients and vendors, ensuring seamless communication and integration of support services * Use data and reporting to make decisions, present insights and build trust, leveraging performance metrics, customer feedback and analytics to improve operations Skills/attributes required by Helpdesk Manager: * Proven experience managing technical support or helpdesk teams * A proactive mindset and enthusiasm for solving problems * Solid grasp of service reporting, KPIs and how to use them for improvement * Great people skills – you’ll mentor your team and engage confidently with clients * Comfort with technical environments (QSR, CCTV, or similar is a plus) Location: Redditch, Worcestershire Hours: 09:00 – 17:30 Monday to Friday Salary: £30,000 to £40,000 – negotiable dependent upon experience Benefits: Healthcare, Wellbeing, Perkbox, Career Development Contract: Permanent If you have the skills to fulfil the role of Helpdesk Manager, APPLY TODAY