Senior FM Helpdesk Manager — Hybrid Lead

Thorn Baker Group; Walton-on-Thames; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Permanent, full-time

Based in Walton-on-Thames

Hybrid work (1 day from home)

Long-term career development

Job summary

Thorn Baker Group in Walton-on-Thames is recruiting a Facilities Helpdesk Manager for a permanent, full-time role. You will lead a team of around 10 across helpdesk, fleet management, IT and wider operational support, ensuring maintenance requests are logged and progressed, KPIs met, and service levels maintained.

The role requires FM background, experience in managing engineers and a proactive approach to improving processes.

Qualifications

• Experience leading FM helpdesk teams or equivalent.
• Strong people management and coaching skills.
• Track record of meeting KPIs and SLAs in service delivery.
• Excellent communication with engineers, clients and internal teams.
• Experience with fleet, IT and facilities support functions.

Responsibilities

• Lead and develop a ~10-person team across multiple support functions.
• Oversee daily FM helpdesk operations.
• Ensure maintenance requests are logged, allocated and progressed.
• Provide information and resources to engineers and ops teams.
• Monitor helpdesk KPIs and SLAs.
• Manage workloads and priorities.
• Oversee fleet management.
• Collaborate with IT and other support teams.
• Ensure effective cross-team communication.
• Identify process improvements.
• Handle escalations and resolve issues swiftly.
• Motivate and develop the team.
• Own the overall support function to deliver high service levels.

Skills

FM helpdesk management

Team leadership

KPIs & SLAs

Stakeholder communication

Problem solving

Tools

Helpdesk software

Job description

Thorn Baker Group in Walton-on-Thames is recruiting a Facilities Helpdesk Manager for a permanent, full-time role. You will lead a team of around 10 across helpdesk, fleet management, IT and wider operational support, ensuring maintenance requests are logged and progressed, KPIs met, and service levels maintained.

The role requires FM background, experience in managing engineers and a proactive approach to improving processes.