Helpdesk Manager

We are seeking an experienced Helpdesk Manager to take ownership of our helpdesk function and drive operational performance across our maintenance services. This role is responsible for overseeing helpdesk delivery, managing a small team, and ensuring that systems, processes, and people are working efficiently together. You will provide structure, accountability, and leadership to both the helpdesk and maintenance coordination activities., Leadership & Oversight

• Lead and manage the Helpdesk function, ensuring consistent and high-quality service delivery
• Supervise and support Helpdesk Operatives, providing structure, guidance, and performance management
• Act as the escalation point for issues, queries, and client concerns
• Lead weekly maintenance and scheduling meetings

Operational Control (Oversight, Not Just Execution)

• Oversee scheduling of maintenance engineers and subcontractors (carried out by the helpdesk team)
• Review job allocation to ensure efficiency, correct prioritisation, and SLA adherence
• Monitor helpdesk communications (emails/calls) to ensure quality and professionalism
• Ensure all jobs are progressing correctly from logging through to completion

Commercial Responsibility

• Review and approve quotes before issue to clients
• Oversee subcontractor costs and ensure correct invoicing processes are followed
• Monitor overtime usage and authorise where appropriate
• Identify inefficiencies and implement improvements to drive profitability

Process & Performance Management

• Take ownership of maintenance reporting and performance tracking
• Analyse weekly reports to identify trends, risks, and opportunities
• Develop, implement, and improve Standard Operating Procedures (SOPs)
• Ensure systems (e.g. BigChange) are being used effectively and consistently

Coordination Between Teams

• Act as the key link between helpdesk and maintenance engineers
• Improve communication flow between office and field teams
• Introduce structure (e.g. regular check-ins, clearer processes) to support engineers

Key Focus of the Role

This is a management and improvement-focused role, not purely administrative. The successful candidate will:

• Provide oversight rather than just task completion
• Take ownership of outcomes, not just activities
• Improve how work is done, not just ensure it is done
• Support and elevate the performance of the existing helpdesk function, * The Manager oversees, reviews, and improves how those tasks are done
• The Manager is accountable for performance, quality, and profitability
• The Manager supports and develops the team, rather than just contributing individually

Do you have experience in Process improvement?, * Previous experience in a Helpdesk Manager, FM Coordinator (senior), or similar leadership role

• Proven ability to manage people and improve performance
• Strong organisational and decision-making skills
• Confidence in reviewing work, challenging where needed, and implementing change
• Commercial awareness and understanding of operational efficiency

Desirable

• Facilities Management or Maintenance background
• Experience with CAFM systems (e.g. BigChange)
• Experience improving processes or scaling operations