Help Desk Manager

St Albans

Salary up to £40,000

About the Role

We are seeking a highly professional and experienced Helpdesk Manager to lead and develop my clients Helpdesk operation within a fast-paced Facilities Management environment.

This is a key leadership role responsible for managing the day-to-day helpdesk function, supporting contract delivery teams, and ensuring exceptional service standards across multiple client contracts. You will play a vital part in maintaining strong client relationships, achieving KPIs, and driving continuous service improvement.

The role requires travel 2-3 days per month to client sites in Shenfield, Chelmsford, Colchester, and Braintree, so flexibility is essential.

Key Responsibilities:

* Lead and manage the daily operations of the GA Helpdesk, including oversight of the Out-of-Hours service

* Line manage and support helpdesk staff, driving performance and accountability

* Ensure all contract KPIs and SLAs are achieved (target minimum 95% compliance)

* Run and analyse weekly SLA and performance reports across all helpdesk clients

* Produce contractor performance reports in collaboration with Facilities Maintenance Managers

* Support Facilities Management and Contract Management teams with operational coordination

* Attend monthly client review meetings and present performance data

* Build and maintain strong working relationships with clients and internal stakeholders

* Generate and manage quotations in support of GA contracts

* Review and implement workplace procedures to improve service delivery and efficiency

We're looking for someone who brings:

* Proven experience in a Facilities Management helpdesk or service coordination environment

* Previous experience managing or supervising a team

* Strong understanding of planned and reactive maintenance workflows

* Demonstrable success in achieving KPIs and managing SLAs

* Excellent reporting and analytical skills

* Confidence presenting data and leading client discussions

* Outstanding communication skills with the ability to engage at all levels

* Strong organisational skills and the ability to prioritise a varied workload

* A proactive, solutions-focused mindset