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Salary: Competitive, depending on experience
Are you an experienced manager who thrives on improving services, delivering insights, and leading teams with energy and purpose? At PFM Intelligence, we’re looking for a hands-on Helpdesk Manager to lead and revitalise our UK helpdesk function.
You’ll be responsible for managing a small team, ensuring high-quality support across technologies such as footfall counters, QSR systems, and CCTV infrastructure. While some technical knowledge will help, what we’re really looking for is someone with strong leadership skills, a keen eye for performance metrics, and a passion for service improvement.
What you’ll do:
* Own and oversee day-to-day helpdesk operations
* Lead, support and develop a high-performing team
* Drive service quality, ticket resolution, and SLA compliance
* Identify trends and implement continuous improvements
* Collaborate with internal teams and engage with key clients and vendors
* Use data and reporting to make decisions, present insights, and build trust
What you’ll bring:
* 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)
If you're a motivated leader who’s ready to take ownership of a critical support function and make a real impact, we’d love to hear from you.
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