Helpdesk Manager

We're looking for a confident, driven, and influential Helpdesk Manager to lead our Secure Helpdesk team, supporting the delivery of services across Auto Doors, Shutters, Gates and Barriers. In this pivotal role, you'll be responsible for the overall performance, efficiency, and development of the Secure Helpdesk-ensuring exceptional customer service, operational excellence, and a culture of continuous improvement. You'll work closely with field teams, internal stakeholders, suppliers, and clients with varying SLAs and KPIs, driving high standards and enabling successful service delivery. If you're an experienced leader from a helpdesk, call centre, or customer service environment-particularly within FM or a similar technical sector-this is a fantastic opportunity to make a real impact. About the Job: Leadership & Team Management

• Provide day-to-day operational management of the Secure Helpdesk, ensuring a high-quality customer experience.
• Lead by example through strong values, behaviour, and professionalism.
• Identify talent, support development, and manage performance with clarity and fairness.
• Create a positive, motivated environment that drives productivity and teamwork.
• Set clear goals, delegate effectively, and measure team success.

Operational Excellence

• Own and deliver all Helpdesk-related KPIs, including supporting other KPI owners where required.
• Run KPI reporting, analyse data, and work with leadership to drive improvement plans.
• Collaborate closely with field teams to improve First Time Fix performance.
• Effectively manage resources to maximise customer availability and minimise disruption.
• Play an operational role in new client mobilisations.
• Drive continuous improvement by identifying and implementing better ways of working.

Stakeholder & Customer Engagement

• Build lasting relationships with internal and external customers.
• Work with internal departments to minimise duplication, streamline processes, and enhance service delivery.
• Contribute to supplier management activities and support varied client needs, SLAs and challenges.
• Prepare for customer-impacting events and lead inspiring team activities.

General & HR Responsibilities

• Ensure compliance with all policies and procedures.
• Support HR processes in line with Arcus standards.
• Participate in on-call rota (approx. 1 in 4, increasing to 1 in 6 as the team grows).
• Be flexible to travel to other offices or client sites when required.

Do you have experience in Microsoft Word?, * Experience managing teams within a call centre, helpdesk/planning, or customer service environment.

• Knowledge of delivering operational customer service with a field technical/engineering team.
• Understanding of CAFM systems, web-based software, and IT processes.
• Excellent communication skills-both written and verbal.
• Highly organised, accurate, and able to deliver under pressure and tight deadlines.
• Skilled in MS Office applications (Word, Excel, PowerPoint).
• Demonstrated ability to influence positive change.
• Exceptional attendance and reliability.

Desirable

• Experience in the retail industry.
• Knowledge of FM support services, contracting and performance measurement.

Values & Behaviours

We're looking for someone who is: Driven, Confident, Decisive, Innovative, Influential, Commercially Aware, Proactive, Approachable, Patient, an Active Listener, and a strong natural coach.

Other Requirements

• Willingness to work weekends on a rota basis if required.
• Flexible approach to working hours and travel.

Pulled from the full job description

• Referral programme

• Company pension

• Cycle to work scheme, You'll join a supportive, forward-thinking team where your ideas, leadership, and passion for service excellence will make a genuine difference. This is an opportunity to shape a high-performing helpdesk operation and contribute to the ongoing success of our Secure division. When you join us you will receive:

• Salary: up to £42,794 per annum

• Up to 10% bonus scheme, subject to achievement of targets.

• Group personal pension scheme of matched contributions between 5% and 6%.

• 25 Days Annual Leave + Bank Holidays.

• Life Assurance

• Access to state-of-the-art training academy

• Funded Training Sponsorship Scheme

• Refer a Friend reward scheme

• Cycle to Work Scheme

• Health Cash Plan

• Up to 10% off B&Q/ Trade Point

• 20% off Nuffield Fitness and Wellbeing Centres