Head of Helpdesk

Overview

Lead and transform a data-driven helpdesk, overseeing strategy, teams, metrics and innovation.

Key Responsibilities

• service modeling
• dashboard management
• resource planning
• data analysis
• process design
• technology implementation

Tasks

-Present key insights and recommendations to senior leadership teams. -Build scalable, future-ready service models to support contract growth and evolving operational demands. -Own performance dashboards and KPIs (SLA compliance, response/resolution times, asset performance trends, call volumes, client satisfaction, cost-to-serve, etc.). -Mentor and develop the Helpdesk team to create a culture of excellence and accountability. -Build strong partnerships with other departments to ensure seamless service delivery and client satisfaction. -Lead transformation initiatives to enhance customer experience, reduce downtime, and optimize operational efficiency. -Ensure resources (people, tools, technology) are aligned to demand and future growth. -Define the long-term direction of the helpdesk using data-driven insights aligned with business goals. -Translate data into proactive decisions, forecasting, resource planning, and service improvements. -Design and continuously improve policies, workflows, and service standards. -Represent the helpdesk in senior leadership and client meetings, clearly articulating value, challenges, and opportunities. -Promote cross-functional collaboration to unify support, product, and operations. -Evaluate and implement new technologies (AI, automation, knowledge platforms, self-service tools).

Requirements

• executive influence
• leadership
• helpdesk
• strategy
• analytics
• stakeholder management

What You Bring

-Ability to influence and negotiate at an executive level. -Proven leadership in helpdesk, service, or operations roles, with experience shaping strategy and scaling teams. -Track record of leading transformation and delivering measurable outcomes. -Strong command of data and metrics—comfortable using analytics to drive decisions. -Excellent leadership, communication, and stakeholder management skills.

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Benefits

-Pension scheme -Access to training and development -Access to our onsite gym with free classes available -28 days holiday (including bank holidays) -Annual bonus -Newly refurbished office with free onsite parking -Private Medical Insurance -Regular company events

About Sbfm

-Rapid ascent made it one of the UK and Ireland’s fastest‑growing soft FM providers. -Delivers tailored services—from cleaning, security, catering, pest control to waste & grounds maintenance—across high-stakes sectors. -Built a proprietary tech suite that brings real‑time insight, transparency and productivity to clients. -Serves tier‑one brands in retail, logistics, hospitality, manufacturing, education and corporate spaces. -Hails from Leeds with an owner-operated mindset, punching above its weight in scope and innovation. -Awarded Living Wage Recognised Service Provider accreditation, reflecting standout operational and social impact initiatives.

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