Service Desk Lead

JR United Kingdom; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities management organization in Central London is seeking a Service Desk Lead with extensive MRI Evolution expertise. The role involves leading a high-performing team, ensuring service excellence, and managing complex data workflows. If you have a strong background in Hard Services or M&E environments, apply now to make a significant impact on operations and service delivery.

Benefits

Competitive Salary

Benefits

Qualifications

• 3+ years’ MRI Evolution experience in a Hard Services or M&E business.
• 5+ years in FM helpdesk roles with measurable performance targets.

Responsibilities

• Lead daily operations of the service desk ensuring SLA-driven performance.
• Build and enforce MRI Evolution processes across various functions.
• Prepare and issue clear, accurate reports for decision-making.

Skills

Leadership

Data Integrity

Communication

Tools

MRI Evolution

Job description

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? Service Desk Lead – MRI Evolution Expert ?

? Location: Central London

? Permanent | Full-Time

? Competitive Salary + Benefits

Are you a seasoned MRI Evolution user with a proven track record in Hard Services or M&E environments? Ready to take the lead in transforming service delivery through smart systems and sharp leadership?

We're looking for a Service Desk Lead to head up a high-performing team, drive service excellence, and bring clarity to complex data — all while working with a market-leading facilities management operation.

? What You’ll Be Doing:

• Lead the daily operations of the service desk, ensuring SLA-driven performance and consistent delivery to internal and external stakeholders.
• Build, refine and enforce MRI Evolution processes across PPM, reactive works, asset management, H&S reporting, and more.
• Take full ownership of data integrity, reporting outputs, and communication workflows with engineers, managers, and clients.
• Drive efficiency, accuracy and coverage – even when the team is under pressure or short-staffed.
• Prepare and issue clear, accurate reports that drive decision-making at every level.

? What You’ll Need to Succeed:

• 3+ years’ MRI Evolution experience in a Hard Services or M&E business (mandatory)
• 5+ years in FM helpdesk roles, with measurable performance targets
• Strong supervisory experience – you know how to motivate, organise, and deliver results
• Deep understanding of how to extract, manipulate, and utilise MRI data effectively
• Proven experience in reporting, budgeting, and client communication

? Why Join?

• Be the go-to MRI Evolution expert in a fast-paced, respected FM organisation
• Make a tangible impact on operations, reporting, and service delivery
• Work alongside dedicated professionals in an environment that values proactivity, ownership, and clear communication

? Ready to lead from the front and put your MRI expertise to work?

Apply now or contact us directly to find out more.