Helpdesk Manager

Marble Talent group is actively seeking a Helpdesk Manager to join a client of ours based in Hampshire on a permanent basis.

The Helpdesk Manager is a hands-on operational leadership position responsible for the day-to-day management, performance oversight, and continuous improvement of the Helpdesk function. This role ensures accurate and efficient engineer scheduling, call allocation, and client communication with strong commercial awareness.

Sitting at the core of Maintenance delivery, the Helpdesk Manager ensures Helpdesk workflows align with contractual obligations, service-level agreements (SLAs), and financial expectations. They collaborate closely with Engineering, PPM, Remedials, and Estimations teams to drive smooth operations and maintain client satisfaction.

This execution-led role focuses on operational control, internal communication, team leadership, and margin protection. The Helpdesk Manager contributes to business planning and forms a key part of the Maintenance Senior Leadership Team.

Key Responsibilities

Team Leadership & People Management

• Lead, motivate, and develop a team of 3 Helpdesk Administrators
• Promote accountability through 1:1s, coaching, and structured performance management
• Foster a high-performance team culture centred around ownership, service, and commercial understanding

Resource Scheduling & Operational Control

• Oversee engineer allocation using BigChange and other CAFM systems
• Balance commercial targets, client SLAs, and engineer wellbeing in resourcing decisions
• Ensure smooth, accurate Helpdesk job flow aligned with contract obligations

Job Review & Commercial Oversight

• Review all incoming reactive jobs for contractual compliance and margin risk
• Support accurate job logging and categorisation for reporting and financial forecasting
• Work with Maintenance teams to ensure commercially sound decisions

Forecasting, Billing & Financial Discipline

• Own the weekly Helpdesk forecast, including revenue planning and billing performance
• Ensure prompt invoicing of completed works, collaborating with Finance to prevent revenue leakage
• Monitor cost control measures and escalate potential risks to revenue or margin

Stakeholder & Client Coordination

• Build strong working relationships with Estimations, Remedials, PPM, and Engineering teams
• Handle escalations professionally and calmly, providing effective solutions
• Represent Helpdesk in resource planning and operational coordination meetings

Process Improvement & Communication Standards

• Identify inefficiencies and lead process and system improvements
• Develop consistent internal workflows and Helpdesk-to-field communication standards
• Drive scalability and resilience of the Helpdesk function in line with business growth

Reporting & Performance Monitoring

• Analyse data to track engineer utilisation, allocation efficiency, and Helpdesk productivity
• Provide regular reports to the Operations Director on trends, risks, and actions
• Support business planning with accurate Helpdesk insights and recommendations

Compliance & Contractual Awareness

• Maintain working knowledge of client requirements, SLAs, and contractual obligations
• Ensure all Helpdesk operations comply with operational, commercial, and compliance standards
• Embed client-specific workflows and expectations into Helpdesk processes

Benefits

• 25 days holiday, plus bank holidays
• Bupa private medical insurance (post-probation)
• YuLife wellness app
• Specsavers eyecare scheme

About Marble Talent

As engineering recruitment specialists, we pride ourselves on the ability to turn aspiring candidates at the beginning, middle or towards the end of their engineering careers into successful, professional engineers place at the right companies. We are interested in people from all walks of life, as long as they have the passion to succeed in engineering. Our goal is to become the recruiter of choice for UK engineering companies. We will do this by continuing to deliver a first-class service for both clients and candidates