We’re working with a well-established organisation within the social housing sector, looking to appoint an experienced Helpdesk Manager to lead a team of planners supporting responsive repairs and maintenance operations.
This is a great opportunity for someone who thrives in a fast-paced environment and enjoys leading teams, driving performance, and building strong client relationships.
This is an initial 12 month fixed-term contract, with the potential to be extended or go permanent.
The Role
As Helpdesk Manager, you’ll be responsible for overseeing the day-to-day planning function, ensuring repairs and maintenance works are delivered efficiently and in line with contractual KPIs.
You’ll lead a team of planners, providing guidance, structure, and support while ensuring service delivery remains consistent and high quality.
Key responsibilities include:
1. Managing and supporting a team of planners within a responsive repairs environment
2. Ensuring workloads are effectively planned and engineers are fully utilised
3. Monitoring KPIs, call performance, and job progress to ensure targets are met
4. Managing team performance, including 1-1s, training, and development
5. Overseeing holiday and sickness planning to maintain service continuity
6. Producing and presenting monthly performance reports
7. Liaising with internal teams and clients to ensure smooth service delivery
8. Identifying and escalating any resourcing or operational issues
9. Supporting void property workstreams where required
What We’re Looking For
10. Proven experience managing a team within a planning, helpdesk, or scheduling environment
11. Strong background in repairs, maintenance, or service delivery (ideally within social housing)
12. Confident managing KPIs, performance data, and reporting
13. Excellent organisational and communication skills
14. Experience working with subcontractors and supply chains
15. Strong IT skills, including job management systems or handheld technology
16. A proactive approach with the ability to problem-solve and prioritise