Pinnacle Group are seeking a Facilities Helpdesk Manager to lead day-to-day operations of the helpdesk function, ensuring the delivery of a high quality, customer focused service. In this role, you will oversee team performance, drive continuous improvement, manage contractual KPIs/SLAs, and proactively monitor and reduce performance deductions. The Helpdesk Manager will also produce high end operational reporting and insights that support strategic decision making and service excellence. Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently - helping our clients create spaces that work for everyone. This is an office based role with the working hours of 8:30 AM - 4:30 PM Monday‑Friday.
Responsibilities
* Lead and manage the helpdesk team, ensuring all enquiries, incidents, and requests are handled efficiently and professionally.
* Ensure adherence to agreed SLAs and KPIs, taking early action to mitigate risks to performance.
* Maintain and optimize helpdesk systems, workflows, and knowledge bases to improve service delivery.
* Identify trends, root causes, and improvement opportunities to reduce service failures.
* Develop and implement action plans to drive down performance deductions and minimize financial impact.
* Lead service improvement initiatives and support cross‑functional collaboration to resolve performance issues.
* Use data to provide meaningful insights, recommendations, and forecasts that support operational and commercial objectives.
* Communicate service performance, risks, and improvements clearly and confidently at meetings and reviews.
* Ensure all helpdesk processes comply with organisational policies, data protection, and regulatory standards.
Qualifications
We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.
* Strong background in helpdesk/service desk management or similar operational leadership role.
* Excellent understanding of KPIs, SLAs, and contractual performance frameworks.
* Demonstrable experience reducing performance deductions or improving service quality.
* High proficiency in data analysis and advanced reporting tools (e.g., Excel, Power BI, Service Management platforms).
* Excellent communication, team leadership, and stakeholder engagement skills.
* Strong problem‑solving ability with a continuous improvement mindset.
* Disability confident.
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high‑peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non‑disabled people. For more details please go to .
Pinnacle Group is a leading UK private‑sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play. We're a people‑first organisation with a values driven culture that has remained consistent for thirty years; living through how we treat our employees and our customers.
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds - particularly from those who represent the communities we serve including ex‑armed forces personnel and their families. As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
Benefits
* Maternity/paternity packages
* Flexible Working Arrangements
* Life Assurance
* Enhanced Pension Scheme
* Additional Annual Leave
* Private Medical Insurance
* Cycle to Work Scheme
* Employee Assistance Programme
* Retail Discounts
* Childcare Assistance
* Season Ticket Loans
* Sick Pay Schemes
* Personal Development Plans
* Company Car/Car Allowance
* Electric Vehicle Scheme
#J-18808-Ljbffr