Helpdesk Manager

Helpdesk Manager
Facilities Management

Location:

Leeds
Salary: £35,000 per annum
Sector:
Facilities Management (TFM)
We are a growing Total Facilities Management business based in Leeds and are looking for an experienced and motivated Helpdesk Manager to lead our FM helpdesk function.
This is a key role within the business, suited to someone who is outgoing, confident in their own judgement, and proactive in improving the way things are done. You’ll be trusted to take ownership of the helpdesk operation and drive continuous improvement across systems, processes, and customer experience.

Key Responsibilities  
Manage the day-to-day operation of the FM helpdesk within a TFM environment
Lead, motivate, and support helpdesk staff to deliver excellent service
Act as the main point of contact for client queries and escalations
Monitor performance against SLAs and KPIs
Identify opportunities to improve workflows, systems, and processes
Work closely with engineers, subcontractors, and management teams
Ensure accurate logging, tracking, and closure of reactive and planned works  About You  
Proven experience managing or supervising a helpdesk within Facilities Management ( preferred)
Outgoing, confident, and comfortable dealing with clients and internal teams
Able to think for yourself and take initiative rather than waiting for instruction
Strong organisational and problem-solving skills
Passionate about improving processes and driving efficiency
Comfortable working in a fast-paced, service-driven environment  

What We Offer  
Salary of £35,000 per annum
Leeds-based role within a growing TFM business
Opportunity to make a real impact and shape how the helpdesk operates
Supportive management team and room for progression  If you’re a hands-on Helpdesk Manager who enjoys improving systems, leading people, and delivering a high-quality FM service, we’d love to hear from you.

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