Helpdesk Manager


Company:	Shield Services Group
Salary:	from £35,000 a year
Hours:	Full-time
Location:	Bristol, BS15 3QY
Working pattern:	On-site
Job type:	Permanent
Posting date:	24 Sept 2026
Closing date:	24 Oct 2026

Apply for this job

Summary

Lead, mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, responsibilities, KPIs, SLAs and performance standards to deliver consistently high operational performance and customer service

Monitor individual and team performance by conducting regular one-to-ones, appraisals, and quality audits, and providing constructive feedback.

Identify training and competency gaps, and build Helpdesk Administrators’ confidence, decision-making, ownership, and problem-solving skills while reducing unnecessary escalation.

Manage workloads, staffing levels, holiday cover and out-of-hours resource, reallocating responsibilities as required to maintain service levels and operational continuity.

Lead regular team meetings and cross-functional collaboration with Contract Managers, engineers, Finance and other operational teams to address issues, review client feedback and drive continuous improvement.

Apply for this job