Facilities Service Desk Lead

WEG Tech; Coventry; On-site; GBP 55,000 - 75,000; Full time

Job summary

WEG Tech is seeking a Service Desk Manager to lead the Estates and Facilities Service Desk at the university. You will oversee day‑to‑day operations, manage tickets and service reports, allocate work to in‑house teams and external providers, and monitor performance to minimise disruption to teaching and campus operations.

The role focuses on coordinating maintenance across multiple teams, reviewing out‑of‑hours reports and driving continuous improvement in service delivery and safety compliance.

Responsibilities

• Service Desk Management and Team Leadership: Manage the daily operation of the Service Desk, ensuring an efficient, responsive and customer‑focused service.
• Job Ticket Management and Allocation: Oversee incoming maintenance requests, job tickets and service reports, ensuring accurate recording and prioritisation.
• Reactive and Urgent Maintenance Coordination: Prioritise reactive maintenance according to urgency, risk and impact; escalate as needed.
• Maintenance Team Scheduling and Resource Coordination: Prepare and coordinate team schedules and work plans; balance planned and reactive work.
• Overnight and Out‑of‑Hours Reporting: Review overnight reports and ensure incidents and jobs are recorded and followed up.
• Management Information, Dashboards and Performance Reporting: Produce dashboards and reports on job volumes, priorities and SLA performance.
• Customer Service and Stakeholder Communication: Provide professional, responsive service to staff, students and stakeholders and communicate progress.
• Systems, Compliance and Continuous Improvement: Ensure use of CAFM systems and maintain accurate records; drive process improvements.

Job description

WEG Tech is seeking a Service Desk Manager to lead the Estates and Facilities Service Desk at the university. You will oversee day‑to‑day operations, manage tickets and service reports, allocate work to in‑house teams and external providers, and monitor performance to minimise disruption to teaching and campus operations.

The role focuses on coordinating maintenance across multiple teams, reviewing out‑of‑hours reports and driving continuous improvement in service delivery and safety compliance.