Helpdesk Team Manager - #2080285

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

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