Job Description – Helpdesk Support Manager

Industry: Digital Signage & Audio Visual Solutions
Location: Office-based – Woking, Surrey, UK
Job Type: Full-Time, Permanent
Company Size: 30 employees
Reporting to: Technical Manager

Company Overview

We are a leading provider of cutting-edge digital signage solutions and audio-visual technology, delivering innovative products and services to clients across a range of industries. Our solutions are designed to enhance customer experiences, streamline operations, and help businesses communicate more effectively. We are expanding and looking for a dynamic, results-driven Helpdesk Support Manager to join our team and co-ordinate the Support Helpdesk.

Role Overview

We are seeking an experienced and proactive Helpdesk Support Manager to lead and develop our helpdesk function within a growing audio visual installation and services company. This is an office-based role at our Woking, Surrey head office, working closely with technical, operations, and project teams.

The role is responsible for managing a small team of technical assistants, overseeing customer support tickets, and ensuring the effective preparation and setup of equipment for new installations. Our customer base includes sites across the UK, Europe, the Middle East, and Asia, requiring a professional, structured, and customer-focused approach to support delivery.

Key Responsibilities

Helpdesk & Support Management

  • Manage the day-to-day operation of the helpdesk, ensuring support tickets are logged, prioritised, tracked, and resolved in line with agreed service levels.
  • Act as an escalation point for complex technical issues relating to customer AV systems.
  • Support customers across multiple regions including Europe, the Middle East, and Asia.
  • Monitor ticket trends and recurring issues, recommending improvements to systems, processes, or customer guidance.

Team Leadership

  • Lead, motivate, and manage a small team of technical assistants.
  • Allocate workload effectively and ensure adequate coverage for customer support.
  • Provide coaching, performance feedback, and support the professional development of team members.
  • Assist with recruitment, onboarding, and training of new helpdesk staff as required.

Technical Support & Systems

  • Provide hands-on technical support when required, including remote diagnostics and troubleshooting.
  • Use and manage remote support tools such as TeamViewer and ScreenConnect to resolve customer issues.
  • Liaise with installation engineers and project teams to support fault resolution and system optimisation.

Installation Preparation & Equipment Setup Requests

  • Oversee the internal requests for the preparation, configuration, and testing of AV equipment prior to new installations.
  • Ensure systems are correctly configured, documented, and ready for deployment.
  • Coordinate with project managers and engineers to meet installation schedules.

Process & Continuous Improvement

  • Maintain and improve helpdesk processes, documentation, and knowledge bases.
  • Ensure accurate record keeping and reporting on support performance.
  • Contribute to improving customer experience and operational efficiency.

Skills & Experience

Essential

  • Proven experience managing a helpdesk or technical support function.
  • Strong IT background with hands-on technical troubleshooting experience.
  • Familiarity with ticketing systems and service management best practices.
  • Experience using remote management and support software (e.g. TeamViewer, ScreenConnect).
  • Demonstrated experience managing and leading a team.
  • Excellent communication skills, with a customer-focused approach.
  • Strong organisational skills and the ability to prioritise effectively.

Desirable

  • Experience or understanding of audio visual systems or technical services environments.
  • Knowledge of content management software (training can be provided).

Personal Attributes

  • Calm and methodical under pressure.
  • Proactive problem solver with attention to detail.
  • Approachable leadership style with the ability to motivate others.
  • Comfortable working in an office-based role within a small, growing business.
  • Adaptable and able to support customers across different regions and time zones when required.

What We Offer

  • A key management role within a specialist AV company.
  • Office-based position at our Woking, Surrey headquarters.
  • Opportunity to shape and develop the helpdesk function.
  • Training and development, including content management software where required.
  • Competitive salary based on experience.
  • Supportive and collaborative working environment.

If you’re interested in applying for the Helpdesk Support Manager role, please email your CV and a short cover letter to [email protected].