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

• Manage the central Helpdesk inbox, ensuring all incoming requests are promptly reviewed, prioritised, and assigned to the appropriate team or individual.
• Ensure all client communications meet SLA requirements, maintaining a professional and timely response standard.
• Serve as the key escalation point for complex scheduling or client service issues, providing hands-on support when needed.
• Take ownership of key client accounts, delivering a high standard of service and fostering strong relationships.
• Monitor team workload and performance data to ensure resources are effectively allocated and potential issues are addressed proactively.
• Oversee onboarding and provide ongoing training for all Contract Support staff, ensuring skill development and consistency.
• Drive the standardisation of Helpdesk processes and lead initiatives to improve efficiency and service delivery.
• Collaborate with systems managers and senior leadership to report on Helpdesk performance, trends, and resource planning needs.
• Work closely with Technical Managers to address and escalate technical queries or service-related concerns.
• Foster a culture of accountability and client-first mindset within the team, encouraging ownership and high service standards.
• Produce regular performance reports for senior management, covering metrics such as invoicing, client feedback, and operational KPIs.

Education & Experience

• Proven experience leading or supervising a Helpdesk or client service team (ideally within HVAC, Facilities Management, or Engineering)
• Strong knowledge of service contracts, scheduling, and SLA management

Skills

• Proficient in Field Service Management and ticketing platforms
• Ability to manage and interpret team metrics and dashboards.
• Understanding of RAMS and client compliance standards
• Strong leadership, coaching, and team-building abilities