Job Title

Helpdesk Manager Location: Redditch Type: Full Time, Permanent Salary: Competitive, depending on experience 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 operations Lead, support and develop a high-performing team Drive service quality, ticket resolution, and SLA compliance Identify trends and implement continuous improvements Collaborate with internal teams and engage with key clients and vendors Use data and reporting to make decisions, present insights, and build trust What youll bring: Proven experience managing technical support or helpdesk teams A proactive mindset and enthusiasm for solving problems Solid grasp of service reporting, KPIs, and how to use them for improvement Great people skills youll mentor your team and engage confidently with clients Comfort 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.55b20050-bc17-4e5d-bfce-3c406318dffc