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The Group Helpdesk Manager is responsible for leading and developing the Helpdesk function across the group, ensuring consistent and quality work is delivered by all business units as the business grows. This role is responsible for managing a team of Contract Support, ensuring all incoming service requests from clients are triaged, allocated, and resolved in line with company SLA standards. The role is crucial in maintaining operational efficiency and service excellence across all service lines. In addition to overseeing daily team activity, the Group Helpdesk Manager provides escalation support, manages the service inbox group-wide, assists with key client accounts, and drives continuous improvements in communication, processes, and client satisfaction.
Your Responsibilities
• Lead, coach, and develop the Contract Supports to deliver consistent, high-quality service.
• Oversee the group-wide Helpdesk inbox, ensuring all incoming tickets are triaged and allocated quickly and appropriately.
• Ensure all client communications are responded to within defined SLAs and to a high standard
• Act as an escalation point for all Helpdesk-related issues, supporting team members with complex client or scheduling problems.
• Manage some of the business’s key client accounts directly, ensuring their experience reflects our highest standard of service.
• Monitor Helpdesk workload and performance metrics to ensure balanced work allocation and proactive issue resolution.
• Deliver onboarding and ongoing training to new and existing Contract Supports.
• Drive process improvements across the Helpdesk function, standardising ways of working across service lines.
• Collaborate with the Helpdesk Systems Manager and wider leadership team to report on performance, trends, and resource planning.
• Collaborates with Technical Managers to address technical queries and escalate issues.
• Ensure a positive and accountable team culture where responsibilities are owned and clients feel valued.
• Responsible for providing weekly/monthly reports to the senior management team on business and department performance, such as invoicing statuses, wins and losses, and customer complaints
Performance Metrics & Indicators
• Helpdesk inbox response and ticket allocation times
• Team performance and development KPIs
• Escalation resolution times and client satisfaction
• Consistency and accuracy of report submissions
• Feedback from key accounts and the senior leadership team
What we’re looking for:
Education & Experience:
• Previous experience leading or supervising a client service/helpdesk team (ideally in HVAC, FM, or engineering)
• Strong understanding of service contracts, SLAs, and scheduling principles
Technical Skills:
• Proficient in using Field Service Management software and ticketing systems
• Confident managing team metrics and performance dashboards
• Familiarity with RAMS and client compliance requirements
Soft Skills:
• Strong leadership, mentoring, and coaching skills
• Excellent verbal and written communication
• Highly organised and capable of managing multiple tasks in a fast-paced environment
• Strong decision-making, prioritisation, and conflict-resolution skills
• Calm and professional under pressure
Preferred Skills & Qualifications
• IOSH or similar health and safety training
• Experience with major FSM platforms such as simPRO, Joblogic, etc.
• Experience managing high-profile or multi-site client accounts
• Understanding of technical language relating to HVAC and compliance
Get in touch
If you're looking for your next role that involves taking ownership of a department in a growing business, apply today!
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
Facilities Services
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