Service Desk Manager

We are looking for an experienced Helpdesk Manager to lead and develop a busy customer support function within a fast-paced Facilities Management environment.

This is an excellent opportunity for a motivated leader who thrives on delivering exceptional service, driving operational excellence, and developing high-performing teams. You will be responsible for overseeing Helpdesk operations, ensuring customer enquiries, service requests, and escalations are managed efficiently while maintaining compliance with service level agreements, contractual obligations, and business processes.

As Helpdesk Manager, you will lead a team of Team Leaders, providing guidance, coaching, and support to ensure both operational performance and customer satisfaction remain at the highest standards. You will also play a key role in driving continuous improvement, implementing new processes, and enhancing service delivery across the business.

• Lead, motivate, and develop a team of Team Leaders and their Helpdesk teams.
• Create a culture focused on customer service excellence, performance, accountability, and continuous improvement.
• Conduct regular performance reviews, one-to-ones, and coaching sessions.
• Support succession planning and identify development opportunities across the team.
• Promote employee engagement, wellbeing, and professional growth.
• Develop leadership capability through mentoring, training, and structured development plans.

• Oversee the daily delivery of Helpdesk services, ensuring customer enquiries, incidents, requests, and escalations are handled effectively.
• Ensure service levels, KPIs, and contractual commitments are consistently achieved.
• Monitor productivity, quality, customer satisfaction, and team performance.
• Manage workforce planning and resource allocation to ensure adequate coverage at all times.
• Support recruitment activities and manage staffing requirements within budget.
• Drive operational efficiency while maintaining a high standard of customer service.

• Ensure operational procedures, policies, and processes are consistently followed.
• Review existing processes and identify opportunities to improve efficiency and service delivery.
• Monitor call quality, work order accuracy, job allocation performance, and system data integrity.
• Maintain robust controls around purchase orders, financial governance, and compliance procedures.
• Lead the implementation of new processes, systems, and service improvements.
• Utilise performance data, customer feedback, and trend analysis to identify and implement improvements.
• Take ownership of service failures and client escalations, conducting root cause analysis and implementing corrective actions.

• Build strong working relationships with internal stakeholders and operational teams.
• Act as a key point of contact for service delivery matters.
• Support customer service reviews, audits, operational meetings, and performance reviews.
• Ensure operational delivery aligns with customer expectations and contractual requirements.
• Communicate effectively across all levels of the business to drive collaboration and performance.

• Manage relationships with external Out-of-Hours service providers.
• Monitor performance against agreed standards and service requirements.
• Implement improvement plans where performance falls below expectations.

• Produce and present operational performance reports.
• Monitor key customer service metrics, staffing levels, risks, and improvement activities.
• Escalate significant operational issues and service risks when required.
• Use management information to drive informed decision-making and service enhancement.

To succeed in this role, you will have:

• Proven experience managing Helpdesk, Service Desk, Customer Service, or Operational Support teams within a Facilities Management environment.
• Strong leadership and people management skills with experience developing Team Leaders and operational teams.
• A customer-focused approach with a passion for delivering service excellence.
• Excellent…