Help Desk Manager ( Facilities

Helpdesk Team Leader – Job Description – Edinburgh

Confero Recruitment Group is proud to be exclusively partnering with a Facilities Services Provider to recruit a Helpdesk Team Leader.

The client is a Scotland-based facilities management provider delivering maintenance services across multiple sectors, with a strong focus on quality, accountability and professional standards. Due to continued portfolio growth, we are seeking an experienced Service Desk Team Leader to support daily Service Desk operations. The role is responsible for ensuring high-quality service delivery while leading and developing a high-performing administration team within a growing facilities management business.

Reporting to the Service Desk Manager, you will oversee daily Service Desk operations, ensuring reactive and planned maintenance works are delivered efficiently and in line with contractual service level agreements. You will lead Service Administrators and act as a key liaison between clients, engineers, subcontractors and operational team.

Working hours:

Monday to Thursday: 08:00 to 16:30;
Friday: 08:00 to 14:00; 4.5-day working week. Company pension scheme. Employee Assistance Programme. Ongoing training and development. Career progression opportunities.

• Support maintenance delivery, monitor performance and coordinate engineers.
• Lead Service Desk team, support training and drive improvements.
• Handle customer escalations and maintain strong relationships.
• Manage CAFM work orders, records and KPI reports.
• Experience in Service Desk, Helpdesk or maintenance environment.
• Team leadership experience.
• Strong organisation, communication and IT skills.
• Ability to manage workload and solve problems proactively.