Help Desk Manager

Help Desk Manager

St Albans

Salary up to £40,000

About the Role

We are seeking a highly professional and experienced Helpdesk Manager to lead and develop my clients Helpdesk operation within a fast-paced Facilities Management environment.

This is a key leadership role responsible for managing the day-to-day helpdesk function, supporting contract delivery teams, and ensuring exceptional service standards across multiple client contracts. You will play a vital part in maintaining strong client relationships, achieving KPIs, and driving continuous service improvement.

The role requires travel 2–3 days per month to client sites in Shenfield, Chelmsford, Colchester, and Braintree, so flexibility is essential.

Key Responsibilities:

* Lead and manage the daily operations of the GA Helpdesk, including oversight of the Out-of-Hours service

* Line manage and support helpdesk staff, driving performance and accountability

* Ensure all contract KPIs and SLAs are achieved (target minimum 95% compliance)

* Run and analyse weekly SLA and performance reports across all helpdesk clients

* Produce contractor performance reports in collaboration with Facilities Maintenance Managers

* Support Facilities Management and Contract Management teams with operational coordination

* Attend monthly client review meetings and present performance data

* Build and maintain strong working relationships with clients and internal stakeholders

* Generate and manage quotations in support of GA contracts

* Review and implement workplace procedures to improve service delivery and efficiency

We’re looking for someone who brings:

* Proven experience in a Facilities Management helpdesk or service coordination environment

* Previous experience managing or supervising a team

* Strong understanding of planned and reactive maintenance workflows

* Demonstrable success in achieving KPIs and managing SLAs

* Excellent reporting and analytical skills

* Confidence presenting data and leading client discussions

* Outstanding communication skills with the ability to engage at all levels

* Strong organisational skills and the ability to prioritise a varied workload

* A proactive, solutions-focused mindset