Helpdesk Manager

Job Title: Helpdesk Manager
Location: Kemsing (Office-based)
Salary: £50,000 – £55,000 per annum

About the Role:
Our client, a leading facilities management company, is seeking an experienced Helpdesk Manager to lead and manage their busy helpdesk team. This is a hands-on, office-based role for a professional with a strong background in FM and HVAC services. The successful candidate will ensure the efficient operation of the helpdesk, maintaining excellent service standards and supporting the wider FM team.

Key Responsibilities:

Manage and lead the helpdesk team, providing guidance, coaching, and performance management.

Oversee all helpdesk operations, ensuring timely and effective response to service requests.

Act as the primary escalation point for complex technical issues, particularly within HVAC and FM environments.

Monitor and maintain service level agreements (SLAs), ensuring compliance and customer satisfaction.

Coordinate with FM engineers, contractors, and other stakeholders to resolve issues efficiently.

Develop and implement helpdesk processes and procedures to improve efficiency and service quality.

Provide regular reports and insights on helpdesk performance to senior management.

Candidate Requirements:

Proven experience managing a helpdesk or service desk team within facilities management, HVAC, or related sectors.

Strong technical knowledge of FM and HVAC systems.

Excellent leadership, communication, and organisational skills.

Ability to handle multiple priorities in a fast-paced environment.

Proficiency with helpdesk or CMMS software.

Why Join:

Competitive salary (£50-55k)

Office-based role in Kemsing with a supportive and collaborative team

Opportunity to work within a reputable FM company with career progression opportunities

If you are interested, please apply online or send your CV directly to abbie@cbwstaffingsolutions.com