Helpdesk Manager

Niyaa People Ltd; Birmingham; Hybrid; GBP 29,000 - 34,000; Full time

Job summary

A property management company in Birmingham is seeking a Helpdesk Manager to lead day-to-day operations of a busy helpdesk. This permanent role offers hybrid working and a supportive environment. The successful candidate will manage inbound maintenance requests, ensure high customer service standards, and maintain supplier performance. You should have experience in service desk environments and strong communication skills. The salary is £29,000 per annum.

Benefits

Permanent contract

Hybrid working arrangement

Supportive working environment with ownership opportunities

Qualifications

• Experience on a service desk or in a service/maintenance environment.
• Strong time management skills, with the ability to prioritise workloads.
• Excellent communication skills: written, verbal, report writing, and presenting.
• Proficiency in Microsoft 365 and CAFM systems is essential.
• Strong planning, organisational, and delegation skills are required.

Responsibilities

• Taking all inbound maintenance request calls via email or phone.
• Maintaining a high degree of customer service for all support queries.
• Logging all calls on the system and maintaining full documentation.
• Allocating service requests to the dedicated service provider.
• Monitoring supplier performance against agreed SLA's and reporting using KPI's.

Skills

Experience in service desk or service/maintenance environment

Strong time management skills

Excellent communication skills

Proficiency in Microsoft 365 and CAFM systems

Strong planning and organisational skills

Self-motivation

Competence in end-point management

Ability to lead by example

Analytical skills

Experience in incident and service request management

Tools

Microsoft 365

CAFM systems

Job description

Step into a rewarding permanent role offering a supportive working environment, hybrid working, and the opportunity to take ownership of a busy helpdesk within a commercial property environment.

You'll be joining a committed and professional team in Birmingham, known for delivering excellent services and maintaining strong client relationships. With a hybrid arrangement of 4 days in the office and 1 day working from home, this Helpdesk Manager role offers a healthy work‑life balance while giving you responsibility and autonomy over day‑to‑day helpdesk operations.

We'd love to hear from anyone with experience on a service desk or in maintenance coordination, who is ready to hit the ground running and take ownership of this dynamic Helpdesk Manager role.

In this position, you will be:

• Taking all inbound maintenance request calls via email or phone
• Maintaining a high degree of customer service for all support queries
• Logging all calls on the system and maintaining full documentation
• Allocating service requests to the dedicated service provider
• Monitoring supplier performance against agreed SLA's and reporting using KPI's
• Communicating with and chasing service providers for updates
• Updating relevant documentation with precise notes
• Passing end‑of‑day notes to the out‑of‑hours team
• Handling complaints regarding call outs
• Extracting monthly maintenance details and cross‑referencing them against schedules
• Assessing contractor competency and reviewing H&S arrangements
• Raising purchase orders to be assigned to contractors

We'd love to speak to anyone who has:

• Experience on a service desk or in a service/maintenance environment
• Strong time management skills, with the ability to prioritise workloads
• Excellent communication skills: written, verbal, report writing, and presenting
• Proficiency in Microsoft 365 and CAFM systems
• Strong planning, organisational, and delegation skills
• Experience building and maintaining professional relationships with clients, contractors, and customers
• Self-motivation and the ability to work independently and as part of a team
• Competence in end‑point management
• Ability to lead by example, share expertise, and act with integrity
• Analytical skills to evaluate the wider implications of solutions or processes
• Experience in incident and service request management

This role is offering the following benefits:

• Permanent contract
• 37 hours per week (Monday - Friday, 9am - 5:30pm)
• Hybrid working; likely 4 days in the office, 1 day at home
• Supportive working environment with opportunities to take ownership of your role

Salary: 29,000 per annum

Travel & Location

This role is based in Birmingham, Newhall Street. Excellent transport links and hybrid working make it easy to balance meaningful work with lifestyle.

Additional Details

• Team Management: No direct reports
• Specific Project: Helpdesk management with a new system implementation
• Expected Start Date: ASAP
• Interview Availability: ASAP

If this Helpdesk Manager role sounds like your next step, apply now or contact Tiyana at (url removed)