Helpdesk Manager

Accelerated People Management; Greater London; On-site; GBP 45,000 - 50,000; Full time

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.

Skills

Engineer scheduling

KPI & SLA management

Team leadership

FM Helpdesk experience

Tools

CAFM software

Job description

Helpdesk Manager
Bexley
£45,000 - £50,000 + Family Feel Business + Growing Employer + IMMEDIATE START

A fantastic opportunity for an experienced Helpdesk Manager or Helpdesk Supervisor looking to lead a busy FM helpdesk where you'll have a genuine impact on operational performance. This role is perfect for someone who thrives on driving KPIs, meeting SLAs and ensuring engineers are scheduled efficiently to maximise productivity and customer satisfaction. Working closely with the operations team, you'll lead the helpdesk function, oversee scheduling and continuously improve service delivery within a business where your contribution will be recognised.

This growing facilities maintenance specialist delivers electrical, plumbing, drainage and building fabric services across commercial environments including retail, healthcare, education and hospitality. With a strong reputation for delivering a high‑quality service, they continue to secure new contracts and build long‑term client relationships. As the business grows, they are investing in their operations team and are looking for a Helpdesk Manager who can drive performance, improve processes and help maintain the exceptional service standards they are known for.

Your Role as a Helpdesk Manager will include:

• 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

The successful Helpdesk Manager will have:

• Previous experience managing or supervising an FM Helpdesk or Service Desk
• Strong knowledge of SLA and 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

Please apply or call Tommy Reynolds for immediate consideration.

Accelerated People Management Ltd can only accept applications from candidates who have a valid legal permit or right to work in the United Kingdom. Potential candidates who do not have this right or permit, or are pending an application to obtain this right or permit should not apply as your details will not be processed. We will endeavour to respond to all applicants however due to the sheer volume of response, we can only guarantee that candidates who have been shortlisted will be contacted.