Job Title: Helpdesk Manager
Location: Pencoed, South Wales, UK (on-site)
Salary: £35,000 per annum
Job Type: Full time, Permanent
Working Hours: Monday to Friday - 09:00 to 17:30 (5 days per week, 8 hours per day during this times)

ABOUT THE ROLE:

As a Helpdesk Manager, your role goes beyond technical troubleshooting-you are the driving force behind a customer-centric, high-performance support team, balancing both on-site and remote staff. Your leadership ensures seamless communication, exceptional service delivery, and continuous growth within the team of Advisors, Technicians and Team Leaders.

KEY RESPONSIBILITIES:

• Deliver Exceptional Customer Support: Set high service standards and ensure every interaction reflects professionalism, efficiency, and world-class service.
• Manage & Support Remote Team Members: Implement strategies to keep remote staff engaged, productive, and connected, fostering a strong team dynamic across locations.
• Develop & Motivate the Team: Recruit, train, and mentor both remote and in-office helpdesk employees, ensuring alignment in goals and support quality.
• Lead with Empathy & Excellence: Promote a culture of accountability, innovation, and personal growth across all support roles including Advisors, Technicians and Team Leaders.
• Enhance Customer Experience: Continuously refine support strategies to maintain fast resolutions and outstanding user satisfaction.
• Implement Best Practices & Technology: Leverage collaboration tools to streamline workflows, improve remote troubleshooting, and maintain efficiency across distributed teams.
• Act as an Escalation Point: Provide leadership when handling complex technical issues, ensuring prompt and effective resolution.
• Drive a Learning Culture: Facilitate workshops, certifications, and hands-on training for both remote and on-site staff, ensuring skill development and service consistency.

DUE TO THE NATURE OF THE ROLE THE COMPANY WILL NOT BE ABLE TO OFFER SPONSORSHIP OR RELOCATION ASSISTANCE SO CANDIDATES MUST ALREADY RESIDE IN THE UK.

Please click on the APPLY button to send your CV and Cover Letter for this role.
Candidates with the experience or relevant job titles of: 1st Line Technical Support Manager, 1st Line Technical Support, IT Technician, IT Support Engineer, IT Service Engineer, 1st Line Support Engineer, 1st Line Support Technician, Technical Support, IT Manager, IT Systems Support, IT Customer Support Manager, may also be considered for this role