Help Desk Manager

Loungers Ltd; United Kingdom; On-site; GBP 30,000 - 45,000; Full time

Job summary

Loungers Ltd is seeking a Helpdesk Manager to oversee the Helpdesk operations across its brands. The role involves managing day-to-day tasks, ensuring compliance with health and safety standards, and maintaining effective communication with various stakeholders. Join a founder-led business with a vibrant culture and enjoy benefits like 50% off food and a 10% bonus.

Benefits

50% off food at all Lounges, Cosy Clubs and Brightsides

10% bonus

Pension contribution

24/7 mental health support

Annual company festival and events

Qualifications

• Previous Facilities Maintenance/Helpdesk experience required.
• Strong written and verbal communication skills essential.
• Ability to prioritize workload under pressure.

Responsibilities

• Manage the Access Maintain helpdesk system and first-line facilities support.
• Prepare reports on contractors SLA/KPI for management.
• Communicate effectively with General Managers and Ops Managers.

Skills

Facilities Maintenance

Helpdesk Management

Communication

Attention to Detail

Problem Solving

Tools

Access Maintain

ProNett

Job description

About us

Loungers is a substantial and growing operator in the UK hospitality sector, operating over 200 sites across England and Wales under three brands: Lounges, Cosy Club, and Brightside. Founded in 2002 by three friends aiming to create a neighbourhood caf-bar, the Group is now the only large-scale all-day operator in the UK that has consistently outperformed the wider hospitality sector over the past three years. Despite its rapid growth, Loungers retains its entrepreneurial spirit and a quirky, community-focused atmosphere.

Main purpose of the role

Reporting to the Head of Maintenance, you will oversee the daily operations of the Helpdesk for our three brands. Your role includes supporting the Head of Maintenance, Regional Maintenance Managers, and Facilities Manager to ensure our sites operate safely, legally, and maintain high standards of decoration.

Key responsibilities

1. Manage the Access Maintain helpdesk system, considering health & safety and business needs.
2. Serve as the first point of contact for all first-line facilities support.
3. Handle escalation processes for health and safety issues or critical business works.
4. Respond to shift reports, keeping sites and operations updated on non-critical works.
5. Update asset details in the system.
6. Follow up with contractors and update non-critical works via the system.
7. Order parts and materials for contractors’ callouts.
8. Prepare reports for the Head of Maintenance and Regional Managers on contractor SLA/KPI performance.
9. Coordinate emergency 3-hour calls with contractors and regional managers.
10. Maintain effective communication and relationships with General Managers and Operations Managers.
11. Review quotations and approve work based on maintenance budgets.
12. Manage Helpdesk emails and calls, ensuring tasks are completed appropriately.
13. Be open to expanding into other areas of business support.

Skills & Experience required

1. Experience in Facilities Maintenance or Helpdesk roles; familiarity with CAFM systems (Access Maintain/ProNett preferred).
2. Ability to prioritize tasks, meet deadlines, and remain calm under pressure.
3. Strong communication skills, with a customer-first mindset.
4. Attention to detail and accuracy.
5. Proactive attitude, building collaborative relationships across the business.
6. Courage to escalate issues and a solutions-focused approach.

What’s in it for you?

1. Fun office located in central Bristol.
2. A culture that values ideas and individuality.
3. Being part of a founder-led, entrepreneurial business with over 245 sites.
4. 50% discount on food across all Lounges, Cosy Clubs, and Brightsides.
5. 10% bonus.
6. Pension contributions.
7. 24/7 mental health support.
8. Exciting events, including LoungeFest, Christmas parties, and more.
9. Join a friendly team that values hard work, fun, and growth.