Helpdesk Team Manager

Program Team Manager | Birmingham, Quinton | Full-Time | Monday to Friday | 08:30 - 17:00

This is a rare opportunity to join an established team delivering trusted electronic security support to Members of Parliament. It's a niche, high-profile role within a long-standing government contract, offering stability, purpose and the chance to make a real impact.

What you will do

You will lead and manage the Parliamentary Support Team, ensuring Members of Parliament receive a high-quality, reliable service for their electronic security systems. You will oversee the team's day-to-day performance, manage escalations, and ensure all enquiries from MPs and MSSS (Members' Security Support Services) are handled professionally and efficiently.

NPPV3 & SC and completion of Counter Terrorist Check (CTC) Houses of Parliament vetting is a requirement of this position, * Lead the Help Desk team and act as the main escalation point

• Manage customer interactions across pre sale, deployment and in life support
• Plan and schedule installation and service work
• Monitor delivery performance and escalate issues where needed
• Coordinate documentation and support reporting
• Work closely with planners and operational managers to align resources
• Support continuous improvement and JCI values

• Team management experience in a fast paced environment
• Ability to build strong stakeholder relationships
• Confident handling escalations and making decisions under pressure
• Excellent written and verbal communication skills
• Strong PC literacy (Microsoft Office)
• Ability to obtain NPPV3 & SC and complete CTC vetting

Preferred

• Knowledge of CBS, SAI, JDE, SMS, TMD, MAS
• SharePoint or CEH experience
• Experience in a regulated or secure environment
• Project/Programme Management experience
• A Level or equivalent; degree advantageous

Referral programme, Annual leave, Employee discount, Employee assistance programme, Free parking, Company pension, On-site parking, * Competitive Salary: Reflecting your skills and experience

• Bonus Plan: Designed to reward your impact
• Generous Leave: 25 days annual leave plus Bank Holidays
• Holiday Purchase Scheme: Buy up to 10 extra days-up to 35 days total leave
• Comprehensive Benefits:

• Pension plan (up to 7% employer match)
• Life assurance
• Employee assistance program
• Referral scheme

• Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
• Career Development: Extensive growth and advancement opportunities
• Free Onsite Parking: Hassle-free commuting