Service Desk Lead (Fire & Security / FM) Location: Remote (UK-based) - £30k-£50k Competitive + Progression
We are working with a growing and highly reputable Fire & Security provider, delivering services across a national, multi-site client base, who are now looking to appoint a Service Desk Lead.
This is a key hire for the business, taking ownership of a centralised service desk function and leading a small, remote team. The role offers a clear pathway into a more senior Service Management position as the business continues to scale.
The Role
This is a hands on leadership position, responsible for the day to day running of the service desk while driving performance, structure, and continuous improvement.
You will be managing a team of service desk operators, working closely with engineers and clients, and ensuring the smooth delivery of reactive maintenance, PPM, and small works across multiple sites.
Key Responsibilities
* Lead and manage a remote service desk team (circa 5 operators)
* Act as the main escalation point for service related issues
* Coordinate engineers across multi-site, national contracts
* Oversee high volumes of reactive calls, PPM schedules, and remedial works
* Ensure SLA/KPI performance is consistently met
* Manage workflows and reporting through Simpro
* Drive improvements in service delivery, processes, and systems
* Maintain strong communication with both clients and internal teams
What we need you to have:
* Proven experience within Fire & Security or Facilities Management service environments
* Experience managing or supervising a service desk / helpdesk function
* Strong understanding of:
* Reactive maintenance
* PPM scheduling
* Multi-site service delivery
* Experience managing remote or distributed teams
* Hands on experience with Simpro (highly desirable) or similar field service systems
* Strong organisational, communication, and leadership skills
* Comfortable in a fast paced, high volume environment
This opportunity offers:
* Fully remote role with flexibility
* Opportunity to step into a leadership role with real ownership
* Join a business in growth phase, where you can make a tangible impact
If you are currently working within a service desk, coordination, or service lead role in Fire & Security or FM, and are looking for your next step into leadership, contact us now.
Apply now for immediate consideration