Are you passionate about delivering excellent customer support and leading a high-energy helpdesk team? Joining Armstrong Building and Maintenance Ltd as a Helpdesk Manager, you will champion exceptional service, streamline operations, and drive continuous improvement in a fast-paced environment.
About Us
With over 35 years' experience we specialise in planned and reactive maintenance activities in the facilities management sector and project management and execution of planning, development and construction activities in the Construction sector.
Role Overview
The role of Helpdesk Manager is crucial to our success. Reporting directly to the company management and acting as line manager to our engineers and helpdesk team you will own the first point of contact for all maintenance service requests. You will optimise workflows, and uphold SLAs to ensure every call, email, and ticket is handled with precision and care. Your strategic insights will drive process improvements and elevate our customer experience.
Key Responsibilities
* Oversee daily helpdesk operations including work scheduling and SLA management
* Respond and provide updates on all work in process
* Fleet management
* Establish and maintain positive working relationships and levels of communication to ensure optimum service delivery and maximise work potential with existing clients
* Manage and mentor a team of helpdesk coordinators
* Completion of PCS audits
* KPI reporting
* Improve process efficiency, ensure full notes are made on the work management system for each job, to create full visibility for all Helpdesk team and management
Skills and Experience
* Minimum 3 years' experience managing a helpdesk or service desk team, ideally within building maintenance or facilities management
* Strong understanding of helpdesk software (preferably Job Logic) and ticketing workflows
* Excellent leadership skills with a track record of motivating teams and driving performance improvements
* Exceptional communication skills, both written and verbal, with the ability to liaise effectively across all levels
* Excellent UK geographical knowledge
* Ability to thrive under pressure and adapt quickly to changing priorities
What We Offer
* Competitive salary
* 40 hours per week, permanent contract of employment
* 20 days holiday plus bank holidays, additional holiday entitlement after a qualifying period
* Contributory Pension scheme,
* Professional development budget and access to industry training
* Staff Events
How to Apply
Apply by sending your CV and a covering letter outlining your relevant experience. We'll be in touch within two weeks if you're shortlisted.
Build the future of building maintenance. Join us as Helpdesk Manager and make every call count
Job Types: Full-time, Permanent
Pay: £30,000.00-£40,000.00 per year
Benefits:
* Company pension
* On-site parking
Work Location: In person