Helpdesk Team Manager
other jobs Appcast Enterprise
Added before 3 Days
- England,West Midlands,Birmingham
- Full Time, Permanent
- Competitive salary
Job Description:
Program Team Manager | Birmingham, Quinton | Full-Time | Monday to Friday | 08:30 – 17:00
This is a rare opportunity to join an established team delivering trusted electronic security support to Members of Parliament. It’s a niche, high-profile role within a long-standing government contract, offering stability, purpose and the chance to make a real impact.
What you will do
You will lead and manage the Parliamentary Support Team, ensuring Members of Parliament receive a high-quality, reliable service for their electronic security systems. You will oversee the team’s day-to-day performance, manage escalations, and ensure all enquiries from MPs and MSSS (Members’ Security Support Services) are handled professionally and efficiently.
*NPPV3 & SC and completion of Counter Terrorist Check (CTC) Houses of Parliament vetting is a requirement of this position*
What we offer
* Competitive Salary: Reflecting your skills and experience
* Bonus Plan: Designed to reward your impact
* Generous Leave: 25 days annual leave plus Bank Holidays
* Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
* Comprehensive Benefits:
* Pension plan (up to 7% employer match)
* Life assurance
* Employee assistance program
* Referral scheme
* Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
* Career Development: Extensive growth and advancement opportunities
* Free Onsite Parking: Hassle-free commuting
How you will do it
* Lead the Help Desk team and act as the main escalation point
* Manage customer interactions across pre sale, deployment and in life support
* Plan and schedule installation and service work
* Monitor delivery performance and escalate issues where needed
* Coordinate documentation and support reporting
* Work closely with planners and operational managers to align resources
* Support continuous improvement and JCI values
What we look for
Required
* Team management experience in a fast paced environment
* Ability to build strong stakeholder relationships
* Confident handling escalations and making decisions under pressure
* Excellent written and verbal communication skills
* Strong PC literacy (Microsoft Office)
* Ability to obtain NPPV3 & SC and complete CTC vetting
Preferred
* Knowledge of CBS, SAI, JDE, SMS, TMD, MAS
* SharePoint or CEH experience
* Experience in a regulated or secure environment
* Project/Programme Management experience
* A Level or equivalent; degree advantageous
#LI-MS2
#LI-Onsite
#ADTcustomerservice
This is a rare opportunity to join an established team delivering trusted electronic security support to Members of Parliament. It’s a niche, high-profile role within a long-standing government contract, offering stability, purpose and the chance to make a real impact.
What you will do
You will lead and manage the Parliamentary Support Team, ensuring Members of Parliament receive a high-quality, reliable service for their electronic security systems. You will oversee the team’s day-to-day performance, manage escalations, and ensure all enquiries from MPs and MSSS (Members’ Security Support Services) are handled professionally and efficiently.
*NPPV3 & SC and completion of Counter Terrorist Check (CTC) Houses of Parliament vetting is a requirement of this position*
What we offer
* Competitive Salary: Reflecting your skills and experience
* Bonus Plan: Designed to reward your impact
* Generous Leave: 25 days annual leave plus Bank Holidays
* Holiday Purchase Scheme: Buy up to 10 extra days—up to 35 days total leave
* Comprehensive Benefits:
* Pension plan (up to 7% employer match)
* Life assurance
* Employee assistance program
* Referral scheme
* Exclusive Discounts: High street brands, cycle-to-work scheme, and Johnson Controls product discounts
* Career Development: Extensive growth and advancement opportunities
* Free Onsite Parking: Hassle-free commuting
How you will do it
* Lead the Help Desk team and act as the main escalation point
* Manage customer interactions across pre sale, deployment and in life support
* Plan and schedule installation and service work
* Monitor delivery performance and escalate issues where needed
* Coordinate documentation and support reporting
* Work closely with planners and operational managers to align resources
* Support continuous improvement and JCI values
What we look for
Required
* Team management experience in a fast paced environment
* Ability to build strong stakeholder relationships
* Confident handling escalations and making decisions under pressure
* Excellent written and verbal communication skills
* Strong PC literacy (Microsoft Office)
* Ability to obtain NPPV3 & SC and complete CTC vetting
Preferred
* Knowledge of CBS, SAI, JDE, SMS, TMD, MAS
* SharePoint or CEH experience
* Experience in a regulated or secure environment
* Project/Programme Management experience
* A Level or equivalent; degree advantageous
#LI-MS2
#LI-Onsite
#ADTcustomerservice
Job number 3632785
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