Service Desk Lead

Osprey Engineering Solutions; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in facilities management is seeking a Service Desk Lead to oversee operations and enhance service delivery. The ideal candidate will have extensive experience with MRI Evolution and a strong background in hard services. This role requires leadership skills and the ability to manage complex data effectively while ensuring high performance from the service desk team. Join a dynamic environment that values proactivity and clear communication.

Qualifications

• 3+ years’ MRI Evolution experience in Hard Services or M&E business.
• 5+ years in FM helpdesk roles with measurable performance targets.

Responsibilities

• Lead daily operations of the service desk ensuring SLA-driven performance.
• Build and enforce MRI Evolution processes across various functions.
• Prepare and issue clear reports that drive decision-making.

Skills

Leadership

Communication

Data Integrity

Tools

MRI Evolution

Job description

Direct message the job poster from Osprey Engineering Solutions

Managing Director at Osprey Sales Recruitment and Commercial Director at Osprey Engineering Solutions

Competitive Salary + Benefits

Are you a seasoned MRI Evolution user with a proven track record in Hard Services or M&E environments? Ready to take the lead in transforming service delivery through smart systems and sharp leadership?

We're looking for a Service Desk Lead to head up a high-performing team, drive service excellence, and bring clarity to complex data — all while working with a market-leading facilities management operation.

What You’ll Be Doing:

• Lead the daily operations of the service desk, ensuring SLA-driven performance and consistent delivery to internal and external stakeholders.
• Build, refine and enforce MRI Evolution processes across PPM, reactive works, asset management, H&S reporting, and more.
• Take full ownership of data integrity, reporting outputs, and communication workflows with engineers, managers, and clients.
• Drive efficiency, accuracy and coverage – even when the team is under pressure or short-staffed.
• Prepare and issue clear, accurate reports that drive decision-making at every level.

What You’ll Need to Succeed:

• 3+ years’ MRI Evolution experience in a Hard Services or M&E business (mandatory)
• 5+ years in FM helpdesk roles, with measurable performance targets
• Strong supervisory experience – you know how to motivate, organise, and deliver results
• Deep understanding of how to extract, manipulate, and utilise MRI data effectively
• Proven experience in reporting, budgeting, and client communication
• Be the go-to MRI Evolution expert in a fast-paced, respected FM organisation
• Make a tangible impact on operations, reporting, and service delivery
• Work alongside dedicated professionals in an environment that values proactivity, ownership, and clear communication

Ready to lead from the front and put your MRI expertise to work?

Apply now or contact us directly to find out more.

Seniority level

• Seniority level

  Not Applicable

Employment type

• Employment type

  Full-time

Job function

• Job function

  Administrative, Customer Service, and Strategy/Planning

• Industries

  Facilities Services and Engineering Services

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