Facilities Management Helpdesk Manager Facilities & Technical Services · Birmingham - Forward House

National Car Parks Limited; Birmingham; On-site; GBP 30,000 - 45,000; Full time

Job summary

National Car Parks Limited is seeking an experienced FM Helpdesk Manager to lead a dedicated team at their Birmingham office. This role involves ensuring top-tier customer service and efficient facilities management, with a focus on managing escalations and developing team performance. Join a company that values resilience and teamwork while enjoying competitive pay and various employee benefits.

Benefits

Competitive Pay

Birthday Bonus

Recognition Programme

Perks and Discounts

Free or Discounted Parking

Cycle to Work Scheme

Company Pension & Death in Service Benefit

Employee Assistance Programme

Qualifications

• Proven experience in a similar Helpdesk or FM leadership role.
• Excellent communication, leadership, and stakeholder management skills.
• Strong customer service ethos with a proactive, team-focused mindset.

Responsibilities

• Lead and develop the Helpdesk team to meet and exceed KPIs and SLAs.
• Manage escalations and high-priority incidents with confidence.
• Monitor helpdesk performance and drive continuous improvement.

Skills

Leadership

Communication

Customer Service

Problem-Solving

Job description

Are you a people-first leader who thrives in a fast-paced facilities management environment? At NCP, we’re on the lookout for an experienced FM Helpdesk Manager to drive a high-performing helpdesk team that keeps our nationwide estate running smoothly. Please note this is a 12 month FTC.

About the Role
Based at our Birmingham office, you’ll lead a dedicated team in delivering top-tier customer service and efficient facilities management support. You’ll be the linchpin between internal teams, external contractors, and senior stakeholders — ensuring maintenance issues are resolved swiftly and service levels remain sky-high.

This is a hands-on, office-based role where you’ll oversee operations during core business hours (9am–5pm), with flexibility required to support weekend and evening shifts. Your calm and solutions-focused approach will be vital in escalation management and delivering results under pressure.

What You’ll Be Doing

• Lead and develop the Helpdesk team to meet and exceed KPIs and SLAs.

• Manage escalations and high-priority incidents with confidence and urgency.

• Monitor helpdesk performance, identify trends, and drive continuous improvement.

• Collaborate with contractors, supervisors, and internal teams to resolve issues.

• Support out-of-hours operations and major incident response planning.

• Build and maintain strong relationships with clients and stakeholders.

• Champion staff development through coaching, training, and performance reviews.

What We’re Looking For

• Proven experience in a similar Helpdesk or FM leadership role.

• Excellent communication, leadership, and stakeholder management skills.

• Strong customer service ethos with a proactive, team-focused mindset.

• Experience handling escalations and high-pressure scenarios.

• A calm, structured approach to problem-solving and decision-making.

• Familiarity with managing large, multi-site contracts (preferred but not essential).

What We Offer

• Competitive Pay – Fair compensation for your expertise.

• Birthday Bonus – Enjoy an extra day off to celebrate your special day.

• Recognition Programme – Your contributions won’t go unnoticed.

• Perks and Discounts – Save at top high street retailers.

• Free or Discounted Parking – Convenient and cost-effective.

• Cycle to Work Scheme – Get up to £1,000 towards a new bike.

• Company Pension & Death in Service Benefit – Support for your future.

• Employee Assistance Programme – Because your wellbeing matters.

Join a business that values resilience, teamwork, and exceptional service. Apply today to take the next step in your FM career with NCP.