Job Description
Helpdesk Manager
Permanent Role | £50,000 - £55,000 + Bonus
PRS is looking to recruit a Helpdesk Manager on a permanent basis for a position based in South East London / Kent. This is a fantastic opportunity to join one of the UK’s fastest-growing facility management providers in a leadership role, offering a competitive salary plus performance related bonus.
Role Summary
The Group Helpdesk Manager is responsible for leading and developing the Helpdesk function across the organisation, ensuring high-quality and consistent service delivery as the business expands. This role oversees a team of Contract Support professionals, managing the triage, allocation, and resolution of all incoming service requests in line with defined SLA standards.
Key Responsibilities
1. Manage the central Helpdesk inbox, ensuring all incoming requests are promptly reviewed, prioritised, and assigned to the appropriate team or individual.
2. Ensure all client communications meet SLA requirements, maintaining a professional and timely response standard.
3. Serve as the key escalation point for complex scheduling or client service issues, providing hands-on support when needed.
4. Take ownership of key client accounts, delivering a high standard of service and fostering strong ...