Trades 247
Help Desk Manager
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Company Description
Operating across the West Midlands and nationwide, our organization provides specialist commercial maintenance and compliance solutions for facilities managers, housing associations, and corporate property portfolios. We offer responsive 24/7, 365-day support outside standard operational hours to keep businesses, sites, and tenants safe, compliant, and running smoothly. Our services emphasize reliability, specialist expertise, and fast response, covering planned maintenance, emergency call-outs, compliance support, and multi-site coverage. As a trusted partner, we focus on operational continuity, statutory compliance, and transparent service accountability. We deliver commercial-first solutions that combine emergency response capability with dependable nationwide coverage.
Role Description
The Help Desk Manager is a full-time, on-site role based in Wolverhampton, responsible for leading the help desk team and ensuring high-quality technical and customer support services. This role oversees daily ticket management, assigns and prioritizes support requests, and monitors response and resolution times. The Help Desk Manager develops and maintains support processes, documentation, and knowledge bases to streamline troubleshooting and improve service consistency. They collaborate closely with operations and field service teams to coordinate responses for maintenance and compliance-related issues, ensuring clear communication with clients. The role also includes training and coaching team members, analyzing performance metrics, implementing service improvements, and supporting escalation management to maintain strong customer satisfaction and operational continuity.
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Qualifications
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- Candidates should possess strong Technical Support and Help Desk Support skills to manage complex service requests and guide the support team effectively.
- Candidates should possess solid Troubleshooting abilities to diagnose issues efficiently and coordinate appropriate resolution actions.
- Candidates should possess a focus on Customer Service and Customer Satisfaction to maintain positive client relationships and ensure clear, professional communication.
- Candidates should possess experience leading or supervising support teams, including workload management, mentoring, and performance monitoring.
- Candidates should possess familiarity with ticketing systems, service desk tools, and reporting dashboards to track KPIs and service levels.
- Candidates should possess strong organizational and time-management skills, with the ability to work under pressure and handle multiple priorities.
- Candidates should possess excellent written and verbal communication skills and the ability to collaborate with technical and non-technical stakeholders.
- Relevant qualifications in IT, facilities management, or related fields, and experience in commercial maintenance or compliance-focused environments, are beneficial.
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