Helpdesk Manager
Facilities Management / Building Services
Location:
Brentwood, Essex
Salary:
£45,000
A leading Facilities Management / Building Services company is seeking an experienced
Helpdesk Manager
to oversee its fast-paced service desk operations based in
Brentwood, Essex .
This is a key role responsible for managing a team handling
reactive maintenance requests, PPM scheduling, engineer coordination, and client communication. You will act as the central link between clients, engineers, and management to ensure seamless service delivery.
Key Responsibilities:
Lead and manage the helpdesk team to deliver high-quality customer service
Oversee incoming reactive maintenance requests and allocate jobs efficiently
Schedule engineers for PPMs and call-outs
Monitor SLAs, job progression and ensure timely completion
Build and maintain strong relationships with clients and subcontractors
Produce reports, track KPIs and support continuous improvement
Support onboarding and training of new desk staff
Assist with system optimisation and process improvements
Requirements:
Experience managing a helpdesk / service desk within
Facilities Management or Building Services
essential
Strong leadership and coordination skills
Excellent communication and client-facing ability
Proficient with CAFM / job management systems
Able to thrive in a fast-paced, service-driven environment
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