Facilities Helpdesk Team Leader

FM Helpdesk Team Leader - Deansgate, Manchester - Global Facilities Management Organisation

CBW Staffing Solutions are recruiting for an experienced Helpdesk Team Leader who will be responsible for overseeing the daily operations of the helpdesk team, ensuring high levels of customer service, prompt response times and efficient allocation of tasks. You will play a pivotal role in leading a team of coordinators and agents who support clients and internal stakeholders with reactive maintenance requests, service logging and job tracking.

Competitive salary of £30,000 per annum (depending on experience)

Core hours are Monday - Friday (40 hours per week)

25 days annual leave plus bank holidays

Generous workplace pension scheme

Training, development & progression opportunities

Lead, coach and motivate the helpdesk team to deliver exceptional service

Act as the main point of contact for escalations, queries, and performance issues

Monitor and manage workload distribution and ensure all SLAs / KPIs are met

Support the implementation of helpdesk processes and system improvements

Prepare and deliver performance reports to management

Liaise with clients, contractors and internal departments to ensure effective communication and issue resolution

Conduct regular 1-1s, appraisals and training sessions for team development

Proven experience in a similar helpdesk or customer service leadership role, ideally within the Facilities Management sector

Strong understanding of CAFM systems (e.g., Concept, Planon, or similar)

Excellent communication, interpersonal and organisational skills

Ability to remain calm under pressure and manage competing priorities

Strong problem-solving skills and a proactive approach to service delivery

Competent in MS Office and helpdesk reporting tools

Interested? Apply with an up to date CV or contact Aaron Rutter at CBW Staffing Solutions.