Senior FM Helpdesk & Service Delivery Lead

Thorn Baker Facilities Management; Walton-on-Thames; On-site; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Permanent, full-time opportunity

Based in Walton-on-Thames

Fully office-based

Manage a team of around 10

Senior position with broader support

Long-term career development

Impactful process improvements

Job summary

Thorn Baker Facilities Management seeks an experienced FM Helpdesk Manager to lead a team of around 10 in Walton-on-Thames. You’ll oversee IT and wider operational support, ensure maintenance requests are logged, allocated and progressed, and drive service delivery with KPIs and SLAs.

The role is office-based, Monday–Friday with one day from home, starting December, offering a £50,000–£55,000 salary in a permanent, full-time arrangement and clear career progression within a growing FM business.

Qualifications

• Experience managing an FM helpdesk, service desk or similar support function.
• Strong background in facilities management and engineering support.
• Proven ability to supervise a multi-function team and manage priorities.

Responsibilities

• Manage and develop a team of around 10 across support functions.
• Oversee day-to-day FM helpdesk operations and maintenance requests.
• Support engineers and operations with information and resources.
• Monitor KPIs and SLAs and drive service improvements.
• Oversee fleet management and IT-related support activities.
• Coordinate communication between helpdesk, engineers, management and clients.

Skills

FM Helpdesk

Leadership

Service delivery

KPIs & SLAs

Job description

Thorn Baker Facilities Management seeks an experienced FM Helpdesk Manager to lead a team of around 10 in Walton-on-Thames. You’ll oversee IT and wider operational support, ensure maintenance requests are logged, allocated and progressed, and drive service delivery with KPIs and SLAs.

The role is office-based, Monday–Friday with one day from home, starting December, offering a £50,000–£55,000 salary in a permanent, full-time arrangement and clear career progression within a growing FM business.