Helpdesk Manager - M&E Maintenance

The Solution Group Ltd; London; On-site; GBP 40,000 - 60,000; Full time

Job description

Job Description

Helpdesk Manager – M&E Maintenance

Location: London

Salary: Competitive + Benefits

Are you an experienced Helpdesk Manager with a strong background in M&E maintenance? Do you thrive in a fast-paced environment, leading teams and ensuring seamless service delivery? If so, we want to hear from you!

The Role:

We are seeking a highly skilled and proactive Helpdesk Manager to oversee the day-to-day operations of a busy helpdesk team, ensuring exceptional service delivery within the Mechanical & Electrical (M&E) maintenance sector. You will be responsible for managing workflows, optimising processes, and ensuring that all client requests and reactive maintenance issues are handled efficiently.

Key Responsibilities:

Lead and manage the helpdesk team, ensuring smooth day-to-day operations.

Oversee job logging, scheduling, and coordination of engineers for planned and reactive maintenance.

Ensure SLAs and KPIs are met, maintaining high levels of customer satisfaction.

Develop and implement processes to improve efficiency and service delivery.

Liaise with clients, engineers, and subcontractors to ensure seamless communication.

Provide reports and analysis on job performance, service levels, and team productivity.

Train, support, and mentor helpdesk staff to enhance performance.

About You:

Extensive experience as a Helpdesk Manager within an M&E maintenance environment.

Strong leadership and team management skills.

Excellent communication and organisational abilities.

Ability to work under pressure and prioritise tasks effectively.

Proficiency in CAFM systems and Microsoft Office.

A customer-focused mindset with a commitment to service excellence.