Helpdesk Manager

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

Job summary

A growing Facilities Management provider is seeking a Helpdesk Manager to oversee the helpdesk function and lead a small team. You will manage operations, ensuring that SLAs and KPIs are met, while also taking ownership of escalations and driving accountability. The ideal candidate has operational management experience and is organized, confident, and capable of working under pressure. This role is directly office-based in Morley, offering a competitive salary and comprehensive benefits package.

Benefits

33 days holiday

Paid birthday leave

Additional holiday for years of service

One paid wellbeing hour per week

Pension

Personal private health insurance

Qualifications

• FM helpdesk or operational management experience essential.
• Strong, confident, and organised mindset.
• Ability to work under pressure and improve workflows.

Responsibilities

• Take full ownership of the facilities helpdesk operation.
• Manage and develop a small helpdesk team.
• Ensure SLAs and KPIs are consistently achieved.
• Act as the main escalation point for issues.

Skills

Leadership

Problem-solving

Operational management

Team development

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)