Job Title

Helpdesk ManagerLocation: Redditch Type: Full Time, PermanentSalary: Competitive, depending on experienceMake sure to apply with all the requested information, as laid out in the job overview below.Are you an experienced manager who thrives on improving services, delivering insights, and leading teams with energy and purpose? At PFM Intelligence, were looking for a hands-on Helpdesk Manager to lead and revitalise our UK helpdesk function.Youll 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 were really looking for is someone with strong leadership skills, a keen eye for performance metrics, and a passion for service improvement.What youll do:Own and oversee day-to-day helpdesk operationsLead, support and develop a high-performing teamDrive service quality, ticket resolution, and SLA complianceIdentify trends and implement continuous improvementsCollaborate with internal teams and engage with key clients and vendorsUse data and reporting to make decisions, present insights, and build trustWhat youll bring:Proven experience managing technical support or helpdesk teamsA proactive mindset and enthusiasm for solving problemsSolid grasp of service reporting, KPIs, and how to use them for improvementGreat people skills youll mentor your team and engage confidently with clientsComfort with technical environments (QSR, CCTV, or similar is a plus)If you're a motivated leader whos ready to take ownership of a critical support function and make a real impact, wed love to hear from you.