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# Deputy Helpdesk Manager

- **Company:** KBS Maritime Ltd
- **Location:** Portsmouth, UK
- **Salary:** £30,000.0 - £34,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Computer-Aided Facility Management
- **Published:** July 15, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=1db558ebf7e11c4c

## About the Role

* Demonstratable team leader qualities and be able to take the lead in the absence of the Helpdesk Manager
 * Exceptional organisational skills and ability to work under pressure.
 * Ability to communicate effectively and confidently, with tact and diplomacy at all levels with internal and external customers
 * Experience prioritising and assigning work using agreed contract and process principles
 * Background in ensuring that all requests are managed and meet the KPI requirements of the contract
 * Proven ability in ensuring that feedback is provided in a timely way
 * Confidence engaging with team leaders to discuss issues, identifying any areas of improvement/error proofing
 * Practice in producing and distributing reports as and when required
 * Strong team player, capable of sharing ideas and knowledge, but have the ability to work confidently on an individual basis.

About you:

 * Customer Service experience, ideally in a Service Delivery setting
 * Knowledge of CAFM or similar asset management toolsets
 * Be proficient in the use of Excel and Word
 * Effective communication and problem-solving skills

## Description

We are looking for a proactive and customer-focused Deputy Helpdesk Manager to support the day-to-day running of our Helpdesk function. Acting as deputy to the Helpdesk Manager, you will play a key role in ensuring the delivery of high-quality customer service, efficient work allocation, and ongoing team development., * Deputising for the Help Desk Manager in meetings and people management activities

 * Overseeing the Authorised Telephone Officer function
 * Managing customer feedback processes, producing management reports and performance statistics
 * Supporting training and quality standards across the Helpdesk team.
 * Handling and coordinating service requests by prioritising and allocating works through the CAFM system, and monitoring job progress
 * Managing customer communications, maintaining accurate records and documentation
 * Reviewing extension requests to ensure compliance with contract procedures.

**Please note that this role is a 37 hour working week, flexibility of working hours will be required.


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