Helpdesk Manager

Helpdesk Manager
Location: Feltham, West London
Salary: £40,000 per annum
Industry: Facilities Management (FM)
Job Type: Full-Time, Permanent

CBW Staffing Solutions is currently seeking an experienced and driven Helpdesk Manager to join a leading FM service provider, based in Feltham, West London.

This is a fantastic opportunity for a motivated individual with a strong background in helpdesk operations and team leadership to take the next step in their career.

As the Helpdesk Manager, you will be responsible for overseeing the day-to-day operations of the technical helpdesk team, ensuring service excellence, and driving continuous improvement.

This role requires someone who can lead by example, support their team, and ensure that all service requests are managed efficiently and in line with agreed SLAs.

You will also be expected to occasionally travel to Chertsey, Bagshot, Weybridge, and Staines. 

What’s on Offer:

• £40,000 per annum salary 
  
  
• 20 days annual leave, increasing annually to a maximum of 25 days
  
  
• Company pension scheme (auto-enrolment)
  
  
• Private healthcare options (following a qualifying employment period)
  
  
• Generous sick pay scheme (subject to tenure)
  
  
• Regular company-wide social events including away days with colleagues, friends, and family
  
  
• Long service recognition and awards
  
  

• Monday to Friday
  
  
• 8am - 5pm 
  
  

• Oversee and manage all reactive maintenance requests in line with SLA requirements
  
  
• Act as the primary point of contact for client communications regarding service operations
  
  
• Manage internal processes for purchase order requests and service-related information
  
  
• Coordinate and schedule engineers and subcontractors for both planned and reactive maintenance
  
  
• Develop and manage maintenance planners and associated logbooks
  
  
• Generate and deliver a variety of KPI reports and management information for internal review
  
  
• Lead the implementation and ongoing enhancement of the department’s CAFM (Computer-Aided Facility Management) system
  
  

• Proven experience in a Helpdesk Manager or similar leadership role within the FM sector
  
  
• Strong understanding of service delivery and KPI management
  
  
• Excellent communication skills and the ability to build relationships with internal teams and external clients
  
  
• Competence with CAFM systems and reporting software
  
  
• Good literacy and numerical ability
  
  
• A team-first attitude with the ability to coach and support colleagues
  
  
• Willingness to travel to the Slough office when required