Facilities Helpdesk Manager — Scheduling & KPI Lead

Accelerated People Management

Greater London

On-site

GBP 45,000 - 50,000

Full time

14 days+

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Benefits offered by this job

Immediate start

Family feel

Growing employer

Job summary

Accelerated People Management Ltd in Bexley is seeking an experienced Helpdesk Manager to lead a busy facilities management helpdesk. You will drive KPI and SLA performance, schedule engineers efficiently, and collaborate with operations to maximise productivity and customer satisfaction.

This role offers immediate impact in a growing business. The successful candidate will have FM helpdesk or service desk leadership experience, strong organisational skills, and proven ability to optimise

Qualifications

Experience managing FM Helpdesk or Service Desk.
Strong knowledge of SLA/KPI-driven service environments.
Experience scheduling engineers within Facilities Management or Building Services.
Excellent organisational skills with the ability to prioritise reactive workloads.
Experience using CAFM or service management systems.

Responsibilities

Managing the day‑to‑day running of the FM helpdesk and scheduling team.
Planning and coordinating engineers to maximise utilisation and efficiency.
Monitoring and improving KPI and SLA performance across reactive and planned works.
Ensuring jobs are allocated, completed and closed out within agreed service levels.
Identifying process improvements to enhance operational performance and customer delivery.