We are seeking a proactive and detail-oriented Facilities Helpdesk Supervisor in Manchester City Centre to lead the daily operations of our facilities helpdesk team. This role oversees the intake, assignment, and resolution of maintenance and service requests. The ideal candidate will have experience in facilities management or customer service coordination, strong organisational skills, and the ability to manage a fast-paced helpdesk environment with multiple priorities. Key Responsibilities: Provide guidance and training to the helpdesk team around best practice and system usage. Coordinate the day-to-day tasks of the Helpdesk, ensuring compliance with contractual KPI targets and SLAs. Post holder will be responsible for day-to-day monitoring of performance and operational reporting to understand and analyse helpdesk performance, primarily on reactive tasks. Ensure that all reactive tasks are dispatched to the appropriate operative or subcontractor, taking into consideration skill sets, and priority. Work in collaboration with the relative internal teams. Provide mentoring and supervision to the team, with an opportunity for further growth into full management. Produce data, reports and presentations about work orders. Helpdesk point of escalation both internally and externally. Helpdesk Supervisor will also carry out the duties of a Helpdesk Operative when necessary. Develop strong working relationships Ensure the software and systems are kept up to date and utilised in the correct way. Deliver effective customer service to customers, ensuring all requests and complaints are dealt with in a courteous, tactful, and timely manner. Liaise with client and customers providing feedback and maintaining good working relationship. Requirements: Previous experience working in a similar role. FM Helpdesk / Scheduling experience. Understanding of CAFM or related systems is essential Capability to mentor and then lead a team is desired. Proficient knowledge of Microsoft Office Applications including Excel and Word. Professional and courteous manner. Excellent organisational skills and the ability to manage and organise heavy workload. Excellent time management skills with the capacity to handle multiple projects simultaneously. Excellent interpersonal, communication and customer service skills. Ability to work effectively as part of a team and on own initiative with minimum supervision.