Estates Helpdesk Manager

University of the Arts London; Greater London; On-site; GBP 44,000 - 53,000; Full time

Job summary

A prestigious university in London is seeking an Estates Helpdesk Manager to oversee the daily operations of the Estates Service Desk. This role includes managing a team of Helpdesk Coordinators and ensuring the effective resolution of technical and facilities issues. The ideal candidate will possess a strong background in CAFM systems and excellent interpersonal skills. Responsibilities also include managing communication with stakeholders and ensuring service quality. Competitive salary and excellent benefits are offered.

Benefits

Flexible working arrangements

Family friendly employment policies

Staff Support Networks

Qualifications

• Experience managing a team is beneficial.
• Self-motivated and able to handle multiple priorities.
• Strong customer service orientation.

Responsibilities

• Oversee the daily operations of the Estates Service Desk.
• Manage the support team for effective resolution of issues.
• Ensure effective communication with stakeholders.
• Responsible for the CAFM system operations and data security.
• Conduct audits and report on service quality.

Skills

Strong background in CAFM systems

Excellent communication and interpersonal skills

Problem-solving skills

Attention to detail

Customer-focused service delivery

Job description

Estates Helpdesk Manager

£44,375 - £52,977 plus excellent benefits

University of the Arts London (UAL) is seeking to appoint the Estates Helpdesk Manager.

UAL is a global leader in creativity, innovation, and invention across the knowledge economy. Comprising six renowned Colleges and four Institutes across London, UAL continues to shape the future of art, design, fashion, communication, and performing arts. In the 2025 QS World University Rankings by Subject, UAL is ranked 2nd in the world for Art and Design for the seventh consecutive year, reaffirming its status as a creative powerhouse. With a vibrant, multicultural community of over 20,000 students from more than 130 countries, UAL fosters an inclusive and dynamic environment that nurtures the next generation of creative talent.

The Estates Helpdesk Manager will oversee the daily operations of the Estates Service Desk, lead the support team and ensuring timely and effective resolution of technical and facilities-related issues. Reporting to the Head of FM Contracts Services, they will act as the key link between end users and Estates services, managing communications to maintain strong relationships with stakeholders and ensuring problems are resolved efficiently.

The role holds full responsibility for the CAFM system, including maintaining workflows, asset records, PPM schedules, and building data. It supports Estates teams with asset tracking during projects and oversees daily system operations, including user management, troubleshooting, and data security. The postholder will liaise with the CAFM provider and senior management to implement improvements and align processes with university policies.

The Estates Helpdesk Manager will also lead and support a team of Helpdesk Coordinators, managing training, performance, and workload priorities. The role includes handling customer enquiries, prioritising requests, coordinating with contractors and internal teams, conducting audits, and reporting to ensure service quality and continuous improvement.

The ideal candidate will have a strong background in CAFM systems and back-office functions, along with excellent communication and interpersonal skills. They will be self-motivated, able to manage multiple priorities, and experienced in delivering customer-focused services. Strong problem solving skills and attention to detail are essential, and prior experience managing a team will be highly beneficial.

The Candidate Brochure can be viewed at : UAL - Estates Helpdesk Manager

For a briefing discussion please contact our retained advisor Anna Kacprzak ([e-mail]) at MRG. Applications should consist of a CV and covering letter and should be sent to [e-mail].

Closing date for applications is Sunday 4th January 2026.

UAL is committed to creating diverse and inclusive environments for all staff and students to work and learn – a university where we can be ourselves and reach our full potential. We offer a range of family friendly, inclusive employment policies, flexible working arrangements and Staff Support Networks. We welcome applicants from diverse backgrounds, including race, disability, age, sex, gender identity, sexual orientation, religion and belief, marriage and civil partnership, pregnancy and maternity, and caring responsibility.