Helpdesk Manager

We are currently working with a specialist Cleaning & Facilities Management business to recruit a Helpdesk Manager, based out of the office in Manchester The role will be Monday to Friday, 8am to 5pm, with occasional need for flexibility with the out of hours staff Job Purpose: The Helpdesk Manager will lead, motivate, and develop an expanding helpdesk function with a variance of experience providing structure and direction. This role requires a proactive, self-motivated leader with strong facilities management experience who can guide a largely inexperienced team, support innovation (including AI-led improvements). They will be part of the Senior Management Team, contributing to wide inter-departmental collaboration with Helpdesk being the driver of the delivery, and initial client perceptions They will ensure the accurate logging, monitoring and progression of all jobs within our CRM and CAFM systems (primarily JobWatch and various client portals). The post holder will promote a strong reporting culture, embed process-driven ways of working, and ensure consistently high service delivery to internal and external customers. Candidate requirements: • Minimum 3 years’ experience managing a customer service or helpdesk team, ideally within Facilities Management. • Approachable, people orientated person who can lead from the front • Experience in mentoring individuals and upholding strong leadership qualities, to lead and develop teams, particularly in environments with varied experience levels. • Strong understanding of CRM and CAFM systems, and confident working across multiple client platforms. • Process-driven mindset with the ability to implement, review and refine workflows. • Strong reporting skills, with experience producing dashboards and performance insights. • Ability to contribute fresh ideas, including interest in implementing AI-enhanced solutions. • Excellent communication (written and verbal) and relationship-building skills. • Highly organised with strong time-management and problem-solving abilities. • Skilled in Microsoft Office (Outlook, Word, Excel). • Calm, confident approach when dealing with customer escalations and internal challenges. • Ability to maintain confidentiality and work effectively under pressure