> Markdown version of [/jobs/ext/340346-service-centre-helpdesk-manager](https://www.wearedevelopers.com/jobs/ext/340346-service-centre-helpdesk-manager). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Centre Helpdesk Manager - **Company:** KBS Maritime Ltd - **Location:** Portsmouth, UK - **Salary:** £40,000.0 - £44,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Computer-Aided Facility Management, Information Management, Tools for Reporting - **Published:** June 11, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a14951125ec38afe ## About the Role Do you have experience in Root cause analysis?, * Proven experience managing a service centre, helpdesk or customer service operation. * Experience of line managing teams in a fast-paced service delivery environment. * Strong understanding of contractual service delivery, SLAs and KPIs. * Experience using CAFM or similar service management systems. * Strong reporting, analytical and performance management capability. * Proficiency in Microsoft Excel, Word and reporting tools. * Excellent communication, problem-solving and decision-making skills. About you: * Ability to lead, motivate and develop a high-performing Service Centre team. * Confident in ensuring all helpdesk activities meet contractual and customer expectations. * Skilled building strong working relationships with Team Leaders, operational managers and customers. * Customer-focused while balancing operational priorities. * Proactively identify and address performance or process issues. * Capable of embedding a culture of accountability, collaboration and continuous improvement. ## Description The Service Centre Helpdesk Manager role sits within the Service Delivery function and is accountable for the leadership, performance and operational delivery of the Service Centre Helpdesk capability, including the management of a 24/7 helpdesk service. The role will line manage the Service Centre Helpdesk Operative team, providing clear direction, coaching and performance management, while acting as the primary escalation point for service issues and stakeholder engagement relating to helpdesk delivery. Other responsibilities will include: * Delivery of all contractual requirements relating to the Service Centre / Helpdesk capability. * Direct line management of the Service Centre Operative team, including performance reviews, training, development and absence management. * Managing a 24/7 helpdesk capability, including rota planning/cover, handovers, and out-of-hours escalation to ensure continuous service availability. * Ensuring service requests are received, prioritised, scheduled and managed in line with contract definitions, SLAs and KPIs. * Providing operational oversight of the CAFM system, ensuring work orders are accurately created, progressed, updated and closed. * Acting as the point of escalation for complex service issues, customer complaints and operational risks. * Managing customer communications and feedback for the Service Centre / Helpdesk, including proactive updates, capturing and analysing feedback, and driving actions to improve customer satisfaction. * Reviewing and authorising extension requests, exceptions and non-standard activities in line with approved processes. * Monitoring service performance, identifying trends, risks and opportunities for improvement. * Producing, reviewing and presenting performance reports to internal stakeholders and the customer as required. * Leading and delivering service improvement activities including process reviews, root-cause analysis, implementation of corrective actions, and measuring benefits. * Driving continuous improvement, standardisation and error-proofing across service centre processes. * Ensuring compliance with all governance, security and information management requirements. ## Related Videos - [From Global Capability Centers to AI-Powered Command Centers](https://www.wearedevelopers.com/videos/100096-from-global-capability-centers-to-ai-powered-command-centers) - [Developing the Rich Text Editor for DeepL.com](https://www.wearedevelopers.com/videos/1172-developing-the-rich-text-editor-for-deepl-com) - [In-depth .NET Azure Functions: Isolated mode, performance and durable AI agents](https://www.wearedevelopers.com/videos/100207-in-depth-net-azure-functions-isolated-mode-performance-and-durable-ai-agents) - [Minimising the Carbon Footprint of Workloads](https://www.wearedevelopers.com/videos/1198-minimising-the-carbon-footprint-of-workloads) - [Decode Your People: Using PCM to Build High-Performance Teams](https://www.wearedevelopers.com/videos/100194-decode-your-people-using-pcm-to-build-high-performance-teams) - [From Syntax to Singularity: AI’s Impact on Developer Roles](https://www.wearedevelopers.com/videos/900-from-syntax-to-singularity-ai-s-impact-on-developer-roles) ## Related Articles - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Best Companies to Work For in The UK: Top 25 Companies in 2023 ](https://www.wearedevelopers.com/magazine/186-best-companies-to-work-for-in-the-uk-top-25-companies-in-2023) - [How to Respond to the “Why Do You Deserve a Promotion?” Question](https://www.wearedevelopers.com/magazine/416-how-to-respond-to-the-why-do-you-deserve-a-promotion-question)