Job Description

About The Role

The Head of Helpdesk isn't just managing support--you're shaping a data-driven service engine that powers customer satisfaction, operational efficiency, and strategic growth. You will own the vision, turn data into decisions, and champion innovation across the support ecosystem.

What you'll do:

Set the strategy

Define the long-term direction of the helpdesk using data-driven insights aligned with business goals. Build scalable, future-ready service models to support contract growth and evolving operational demands.

Lead high-performing teams

Mentor and develop the Helpdesk team to create a culture of excellence and accountability. Promote cross-functional collaboration to unify support, product, and operations.

Use data to drive performance

Own performance dashboards and KPIs (SLA compliance, response/resolution times, asset performance trends, call volumes, client satisfaction, cost-to-serve, etc.). Translate data into proactive decisions, forecasting, resource planning, and service improvements. Present key insights and recommendations to senior leadership teams.

Optimise process & service quality

Design and continuously improve policies, workflows, and service standards. Ensure resources (people, tools, technology) are aligned to demand and future growth.

Influence at the highest level

Represent the helpdesk in senior leadership and client meetings, clearly articulating value, challenges, and opportunities. Build strong partnerships with other departments to ensure seamless service delivery and client satisfaction.

Drive innovation

Evaluate and implement new technologies (AI, automation, knowledge platforms, self-service tools). Lead transformation initiatives to enhance customer experience, reduce downtime, and optimize operational efficiency.

What you bring:

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

Why join us?

This is your opportunity to build a modern, data-powered helpdesk function that delivers exceptional customer experiences and influences business-wide strategy. If you love combining leadership, analytics, technology, and innovation, this role is for you.

What's in it for you?

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

Commitment to SBFM Values

Be a Good Person


We give people opportunities and embrace their inherent goodness. We are open minded and uphold integrity. We are respectful and considerate. We are kind and appreciative.




Play as a Team


Community and communication is everything. We remain inclusive within our company and with our clients. Together, we grow, retain, execute, and make an impact. We are one team.




Think Differently


We encourage a growth mindset, everything can be improved through effort. We love innovation and ideas. We are disruptors, and push boundaries for sustainable growth.






Make an Impact


It's all about the ultimate goal. We exceed expectations and deliver results at pace. We challenge the norm and step out of our comfort zone, because at our core, we are passionate and love to win.

About Us

Our company recognises and values the enriching benefits equality, diversity and inclusion bring to our community. We celebrate diversity and actively encourage applicants from minority ethnic groups, LGBTQ+, disabled and neuro-diverse groups to apply for our vacancies. Our aim is to nurture happy teams who learn from and inspire each other, and we believe diversity is key to achieving this goal.