Helpdesk Manager – Hanham – Shield Services Group
About this role
GET IN TOUCH Helpdesk Manager – Hanham David Donaldson 2026-08-14T12:57:02+00:00 Helpdesk Manager – Hanham To apply for this role, please email your CV to careers@shieldservicesgroup.com Established in 1979, Shield Environmental Services has become one of the largest national service providers in the environmental service sector. We have grown steadily over the years and have constantly adapted to meet the demands and changing practices of the sectors we work with. However, some things have never changed and we believe that our success is based upon our original core principle of exceptional customer care. We feel honoured to have many long-standing relationships with our clients, many of whom we have been working with for years. Full Job Description Company Overview At Shield Services Group, our people are our greatest asset. We are committed to creating a professional, supportive, and inclusive work environment where every employee is valued and can develop their skills and advance. Job Overview The Helpdesk Manager is responsible for leading and managing the Helpdesk function, ensuring the delivery of efficient, responsive, and high-quality technical support to all users. The role oversees the day-to-day operation of the Helpdesk, manages service performance against agreed SLAs, drives continuous improvement in processes, systems, and customer experience, and leads, coaches, and develops the support team to ensure the effective prioritisation and resolution of incidents and service requests. Overview of Main Duties 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, conducting regular one-to-ones, appraisals and quality audits, providing constructive feedback. Identify training and competency gaps, developing Helpdesk Administrators’ confidence, decision-making, ownership and problem-solving skills while reducing unnecessary escalation. Promote a strong culture of accountability and ownership, ensuring Administrators manage jobs from receipt through to satisfactory completion while maintaining consistent processes and service standards. 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. Lead by example, recognising strong performance and addressing underperformance fairly and promptly, while maintaining professionalism, urgency, accountability and a customer-focused approach. Qualities & Requirements Previous management experience is essential, ideally within a Facilities Management, maintenance, engineering or service delivery Helpdesk environment. Proven ability to lead, mentor, coach and performance-manage a busy operational team. Strong understanding of reactive and planned maintenance environments and the management of contractual SLAs and KPIs. Excellent customer service skills Able to prioritise work, remain calm and make effective decisions during periods of high and sustained operational pressure. Flexibility with hours of work to cope with work demands Self-motivated and capable of working within a team environment with excellent interpersonal, written and verbal communication skills Good knowledge of various IT & CAFM Systems Join us as a Helpdesk Manager and be at the forefront of delivering exceptional support! Your leadership will empower our team to provide swift solutions, foster innovation, and enhance user satisfaction across our Mechanical, Electrical, and Facilities Service Team. Benefits: Company pension Life insurance On-site parking Experience: Help desk management: 2 years (required) Work Location: In person Experts in Providing Specialist Services Nationwide. Signup for our newsletter subscribe Thank you for your message. It has been sent. × There was an error trying to send your message. Please try again later. × Address Shield Home 135 High Street Hanham, Bristol BS15 3QY Contact Us t: 0117 960 6366 e: enquiries@shieldservicesgroup.com © 2024 Shield Environmental Services Ltd. All Rights Reserved.
What this role is, and what else it is called
Employers in Bristol advertise this kind of work as Service Desk Analyst, Manager IT Service Desk, IT Support Apprentice and Software Support Analyst - Careers at Simitive too, so it is worth searching more than one wording. It is a lead or principal IT Support & Service Desk role in Bristol, advertised as on-site.
How this role compares to the market
Bristol has 104 live IT vacancies across 59 employers, with a median advertised salary of £45,000. Browse Bristol roles.
Lead and principal roles make up 1,635 of the live UK IT market and advertise a median of £80,000.
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Detected on Shieldservicesgroup's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site. More IT jobs in South West.