Senior Level
Director
Employment Type
Full-time
Job Function
Information Technology
Industries
Facilities Services
Location
Leeds, Huddersfield, Wakefield, Bradford, United Kingdom
About the Role
The Head of Helpdesk isn’t just managing support—you’re shaping a data‑driven service engine that powers customer satisfaction, operational efficiency, and strategic growth. You will own the vision, turn data into decisions, and champion innovation across the support ecosystem.
What You’ll Do
* Define the long‑term direction of the helpdesk using data‑driven insights aligned with business goals.
* Build scalable, future‑ready service models to support contract growth and evolving operational demands.
* Mentor and develop the Helpdesk team to create a culture of excellence and accountability.
* Promote cross‑functional collaboration to unify support, product, and operations.
* Own performance dashboards and KPIs (SLA compliance, response/resolution times, asset performance trends, call volumes, client satisfaction, cost‑to‑serve, etc.).
* Translate data into proactive decisions, forecasting, resource planning, and service improvements.
* Present key insights and recommendations to senior leadership teams.
* Design and continuously improve policies, workflows, and service standards.
* Ensure resources (people, tools, technology) are aligned to demand and future growth.
* Represent the helpdesk in senior leadership and client meetings, clearly articulating value, challenges, and opportunities.
* Build strong partnerships with other departments to ensure seamless service delivery and client satisfaction.
* Evaluate and implement new technologies (AI, automation, knowledge platforms, self‑service tools).
* Lead transformation initiatives to enhance customer experience, reduce downtime, and optimize operational efficiency.
What You Bring
* Proven leadership in helpdesk, service, or operations roles, with experience shaping strategy and scaling teams.
* Strong command of data and metrics—comfortable using analytics to drive decisions.
* Excellent leadership, communication, and stakeholder management skills.
* Commercial and customer‑focused mindset with a passion for innovation.
* Ability to influence and negotiate at an executive level.
* Track record of leading transformation and delivering measurable outcomes.
Why Join Us?
This is your opportunity to build a modern, data‑powered helpdesk function that delivers exceptional customer experiences and influences business‑wide strategy. If you love combining leadership, analytics, technology, and innovation, this role is for you.
What’s in it for you
* 28 days holiday (including bank holidays)
* Annual bonus
* Private Medical Insurance
* Newly refurbished office with free onsite parking
* Access to our onsite gym with free classes available
* Pension scheme
* Access to training and development
* Regular company events
Commitment to SBFM Values
* Be a Good Person
* Play as a Team
* Think Differently
* Make an Impact
About You
Our company recognises and values the enriching benefits equality, diversity and inclusion bring to our community. We celebrate diversity and actively encourage applicants from minority ethnic groups, LGBTQ+, disabled and neuro‑diverse groups to apply for our vacancies. Our aim is to nurture happy teams who learn from and inspire each other, and we believe diversity is key to achieving this goal.
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