Helpdesk Manager

Helpdesk Manager Facilities Management Location: Leeds Salary: £35,000 per annum Sector: Facilities Management (TFM) We are a growing Total Facilities Management business based in Leeds and are looking for an experienced and motivated Helpdesk Manager to lead our FM helpdesk function. This is a key role within the business, suited to someone who is outgoing, confident in their own judgement, and proactive in improving the way things are done. You ll be trusted to take ownership of the helpdesk operation and drive continuous improvement across systems, processes, and customer experience. Key Responsibilities Manage the day-to-day operation of the FM helpdesk within a TFM environment Lead, motivate, and support helpdesk staff to deliver excellent service Act as the main point of contact for client queries and escalations Monitor performance against SLAs and KPIs Identify opportunities to improve workflows, systems, and processes Work closely with engineers, subcontractors, and management teams Ensure accurate logging, tracking, and closure of reactive and planned works About You Proven experience managing or supervising a helpdesk within Facilities Management ( preferred) Outgoing, confident, and comfortable dealing with clients and internal teams Able to think for yourself and take initiative rather than waiting for instruction Strong organisational and problem-solving skills Passionate about improving processes and driving efficiency Comfortable working in a fast-paced, ..... full job details .....