Helpdesk Manager

300 North Limited; Leeds; On-site; GBP 29,000 - 35,000; Full time

Job summary

A growing Facilities Management provider in Leeds is seeking a Helpdesk Manager to take full ownership of the helpdesk function and lead a small team. The ideal candidate will have FM helpdesk or operational management experience, strong leadership skills, and the ability to work under pressure. Key responsibilities include ensuring achievable SLAs and KPIs, managing performance through CAFM, and improving operational processes. The role offers competitive salary and additional benefits.

Benefits

33 days holiday (including bank holidays)

Paid birthday leave

Pension

Personal private health insurance

One paid wellbeing hour per week

Qualifications

• Operational management experience in FM helpdesk is essential.
• Must be strong, confident, and able to manage under pressure.
• Experience in leading and managing teams.

Responsibilities

• Take ownership of the facilities helpdesk operation.
• Lead, manage, and develop a small helpdesk team.
• Ensure SLAs and KPIs are consistently achieved.
• Drive accountability and delivery in operations.

Skills

FM helpdesk or operational management experience

Strong, confident and organised

Self-starter

Ability to work under pressure

Job description

Helpdesk Manager - Facilities Management

Location: Leeds - LS1 (office-based - no parking)

Salary: £35,000 per annum

Hours : Monday-Friday, 8:30 am-5:00 pm (37.5 hours)

Our client is a growing, secure, Facilities Management provider delivering predominantly hard FM services across multi-site portfolios. Following consistent growth and an internal restructure, they are now appointing a strong, capable Helpdesk Manager to take full ownership of the helpdesk function.

This role is critical to the business. You will be trusted to run the desk, lead the small team and keep day-to-day operations moving without dragging Directors into the detail.

The role

• Take full ownership of the facilities helpdesk operation
• Lead, manage and develop a small helpdesk team
• Oversee PPM, reactive and compliance works
• Ensure SLAs and KPIs are consistently achieved
• Act as the main escalation point for issues
• Drive accountability, ownership and delivery
• Improve processes where needed while protecting core systems
• Use CAFM and reporting to manage performance

The person

• Strong, confident and organised
• A self-starter who owns problems end-to-end
• Comfortable working under pressure
• Able to challenge, push back and improve ways of working
• FM helpdesk or operational management experience essential

Benefits

• 33 days holiday (including bank holidays)
• Paid birthday leave (if it falls on a weekday)
• Additional holiday for each year of service after two years
• One paid wellbeing hour per week
• Pension
• Personal private health insurance

To apply, please send your CV to (url removed)