Helpdesk Manager

We are currently recruiting for an experienced Helpdesk Manager to oversee the day-to-day operation of a busy facilities management helpdesk in Central London.

This is an excellent opportunity for an organised and proactive individual with experience managing helpdesk operations, coordinating administrative teams and ensuring service delivery meets agreed KPIs and SLAs.

The successful candidate will take responsibility for managing a small administration team, overseeing PPM and reactive maintenance scheduling, monitoring compliance and ensuring accurate information is maintained across CAFM systems.

You will need to be confident working independently, managing competing priorities and maintaining high standards of customer service in a fast-paced environment.

Key Responsibilities

• Manage and oversee the compliant operation of a 24/7 helpdesk function.
• Supervise and coordinate a small administration and helpdesk team.
• Oversee Planned Preventative Maintenance (PPM) scheduling and compliance.
• Coordinate reactive maintenance requests and ensure tasks are completed within agreed SLAs.
• Monitor and maintain KPI and SLA performance.
• Ensure all relevant information and work orders are accurately updated within the CAFM system.
• Produce periodic reports and maintain accurate compliance records.
• Coordinate workloads, prioritise requests and ensure efficient allocation of resources.
• Monitor outstanding jobs and follow up to ensure timely completion.
• Handle escalations, incidents and service delivery issues.
• Identify opportunities to improve helpdesk processes, reporting and administrative standards.
• Maintain effective communication with clients, engineers and internal stakeholders.

• Previous experience managing or supervising a helpdesk, service desk or facilities management support function.
• Strong understanding of PPM scheduling, reactive maintenance and compliance requirements.
• Experience working with CAFM systems, ideally Maximo or MAS.
• Good understanding of KPIs, SLAs and ticket management processes.
• Proven ability to manage and coordinate a small team.
• Excellent IT skills, including Microsoft Word, Excel, Outlook and SharePoint.
• Strong written and verbal communication skills.
• Excellent organisational skills with the ability to multitask and prioritise workloads.
• Strong problem-solving skills and the ability to work independently with minimal supervision.
• A customer-focused approach with the confidence to manage escalations and competing demands.

Desirable Experience

• 4-7 years’ experience in helpdesk management, facilities management, technical support or service desk operations.
• Experience improving helpdesk processes and documentation standards.
• Experience producing KPI reports and presenting performance information to management.
• Ability to coach, support and develop administrative or technical support teams.
• Experience managing incidents, service disruptions and escalations.