About the Role

We are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.

You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.

Key Responsibilities

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Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.

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SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.

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