Service Desk Manager

Location:

Liverpool Street, London

Salary:
Up to £50,000 per annum

Hours:

Monday to Friday

We are recruiting for an experienced Service Desk Manager to join a facilities management team supporting a commercial office space in Liverpool Street, London.

This is an excellent opportunity for someone with experience managing a facilities management helpdesk or service desk, coordinating maintenance operations and delivering a high standard of service within a busy commercial office environment.

• Oversee the day-to-day running of the facilities management service desk.
• Manage incoming maintenance requests, reactive jobs and work orders.
• Coordinate engineers, contractors and site teams to ensure jobs are allocated and completed efficiently.
• Monitor KPIs, response times and service-level agreements (SLAs).
• Manage escalations and prioritise urgent maintenance issues.
• Maintain accurate records using CAFM and helpdesk systems.
• Liaise with clients, building management, engineers and subcontractors.
• Produce reports and support continuous improvement of service desk processes.
• Ensure a professional, customer-focused service is delivered at all times.

• Previous experience in a facilities management helpdesk or service desk role.
• Experience managing or supervising a service desk team.
• Strong knowledge of planned and reactive maintenance workflows.
• Experience with CAFM systems, work orders, KPIs and SLAs.
• Excellent communication, organisation and problem-solving skills.
• A professional, proactive approach and the ability to manage competing priorities.

• Up to £50,000 annual salary
• Monday–Friday working pattern
• Commercial office environment in Liverpool Street
• Opportunity to take ownership of service desk operations within a professional facilities management setting