Im recruiting for an experienced Helpdesk Manager to join a leading FM and services provider on a 12‑month fixed‑term contract based in Leeds.
This position is central to the effective running of the planning function across social housing repair contracts. You'll ensure engineers are efficiently scheduled, workloads are balanced, and contractual performance targets are consistently achieved. Where resource levels don't match demand, you'll escalate issues and work collaboratively with operational teams to resolve them.
Key Responsibilities
Lead and manage a team of Planners within the social housing repairs environment
Ensure Planners are fully supported, trained, and meeting daily operational requirements
Oversee holiday and sickness management to maintain service continuity
Conduct monthly 1‑to‑1 performance reviews with each Planner
Liaise with Supervisors and report deviations from agreed plans to the Operations Manager
Record call statistics and carry out weekly and monthly performance spot checks
Monitor overdue orders, order closures, cyclical maintenance tasks, and contract KPIs
Produce monthly contractual reports and present them in service meetings
Build strong working relationships with stakeholders and ensure KPI compliance
Provide regular performance updates and improvement recommendations to the Operations Manager
What We're Looking For
Experience managing a team of planners or administratorsBackground in maintenance, service delivery, or repairs scheduling
Strong ICT skills, including experience with handheld technology
Confident people manager with strong communication and leadership skills
Experience managing subcontractor supply chains
Good understanding of customer care and service delivery standards
Strong administrative and record‑keeping skills
What's on Offer
Competitive salary
Pension scheme
24 days annual leave + public holidays
Life cover (1.5x salary)
24/7 Employee Assistance Programme & wellbeing app
Retail and brand discount schemes
Gym membership discounts
Cycle‑to‑work scheme
Access to a wide range of learning and development opportunities
If interested please apply below with your CV!
RG Setsquare is acting as an Employment Business in relation to this vacancy