Technical Helpdesk Manager (Fire and Security Systems)

• Develop and manage the technical helpdesk service: Lead the creation of a new helpdesk service to enhance customer satisfaction and provide support to technicians in the field.
• Monitor technical support metrics: Analyse performance data, identify trends, and address common issues to improve service delivery and outcomes.
• Collaborate with internal teams: Work closely with other departments to resolve complex technical problems and ensure a seamless customer experience.
• Provide technical guidance: Support the customer support team and field technicians with troubleshooting and technical assistance.
• Training and development: Conduct regular training sessions to keep the team up-to-date on the latest fire and security system technologies.
• System and service management: Oversee cloud-based systems and manage remote monitoring and maintenance services.
• Quality assurance and compliance: Ensure all work complies with internal policies, procedures, and industry standards.
• Technical support: Assist in bench testing new products and provide input during technical reviews, audits, and management meetings., * Training and development: Willingness to undertake additional training and professional development as required.
• Security clearance: Must pass relevant background checks (as per NSI requirements).
• Health and safety compliance: Familiarity with workplace health and safety regulations, especially within the fire and security sectors.

Do you have experience in Technical support?, * Experience: Minimum of 8 years in the fire and security systems industry, with a background in technical support or senior engineering roles.

• Technical knowledge: In-depth understanding of fire and security systems, including installation, configuration, and fault finding across multiple disciplines.
• Leadership and team management: Proven experience in managing teams and providing technical direction.
• Customer service excellence: Strong communication and interpersonal skills, with the ability to support both internal teams and external customers.
• Industry regulations: Knowledge of industry standards and regulations, including NSI Gold and NICEIC.
• Technical proficiency: Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and other relevant software.
• Organizational skills: Ability to manage multiple tasks and work efficiently under pressure.
• Problem-solving: A systematic approach to identifying and solving technical issues.

Desirable:

• System experience: Knowledge of systems such as Hikvision, Paxton, Texecom, Galaxy, Ajax, Morley, Kentec, Nurse Call systems.
• Industry standards knowledge: Familiarity with PD 6662:2017, NSI Code of Practice NCP 104 (CCTV), NCP 109 (Access Control), and BS 5839-2025.
• Networking knowledge: Experience with TCP/IP networking, especially for CCTV and access control systems.
• Certifications: Relevant certifications (e.g., NEBOSH, industry-specific training) would be advantageous.

Our client, a trusted provider of integrated fire and security systems with over years of experience, delivers high-quality installation, maintenance, and remote monitoring services across a variety of sectors including education, health, public sector, hospitality, and retail. With a strong reputation for innovation and customer service, the company is seeking a highly skilled individual to join their team as a Technical Helpdesk Manager.