Helpdesk Manager

Job Title: Helpdesk Manager
Location: Kemsing (Office-based)
Salary: £50,000 – £55,000 per annum

About the Role:
Our client, a leading facilities management company, is seeking an experienced Helpdesk Manager to lead and manage their busy helpdesk team.

This is a hands-on, office-based role for a professional with a strong background in FM and HVAC services.

The successful candidate will ensure the efficient operation of the helpdesk, maintaining excellent service standards and supporting the wider FM team.

Key Responsibilities:

• Manage and lead the helpdesk team, providing guidance, coaching, and performance management.
  
  
• Oversee all helpdesk operations, ensuring timely and effective response to service requests.
  
  
• Act as the primary escalation point for complex technical issues, particularly within HVAC and FM environments.
  
  
• Monitor and maintain service level agreements (SLAs), ensuring compliance and customer satisfaction.
  
  
• Coordinate with FM engineers, contractors, and other stakeholders to resolve issues efficiently.
  
  
• Develop and implement helpdesk processes and procedures to improve efficiency and service quality.
  
  
• Provide regular reports and insights on helpdesk performance to senior management.
  
  

• Proven experience managing a helpdesk or service desk team within facilities management, HVAC, or related sectors.
  
  
• Strong technical knowledge of FM and HVAC systems.
  
  
• Excellent leadership, communication, and organisational skills.
  
  
• Ability to handle multiple priorities in a fast-paced environment.
  
  
• Proficiency with helpdesk or CMMS software.
  
  

• Competitive salary (£50-55k)
  
  
• Office-based role in Kemsing with a supportive and collaborative team
  
  
• Opportunity to work within a reputable FM company with career progression opportunities