Helpdesk Manager

Helpdesk Manager 📍 Head Office Based – Spinningfields, Manchester 🕒 Full Time | Permanent 💷 Salary: £50,000 per annum Overview We are seeking an experienced Helpdesk Manager to lead and develop a growing facilities management helpdesk function. This role is pivotal in ensuring responsive, compliant and high-quality service delivery to customers nationwide. As a senior member of the management team, you will provide structure, direction and leadership to a developing helpdesk team, embedding strong processes, performance standards and a culture of accountability. You will oversee a 24-hour operation, ensuring consistent service delivery and positive client experience at every touchpoint. The Role The Helpdesk Manager will be responsible for: * Leading, coaching and performance managing a team of Helpdesk Advisors across day and night operations * Setting clear KPIs, service standards and performance expectations * Providing oversight and management support across a 24-hour helpdesk function * Ensuring accurate job logging, tracking and completion via CRM and CAFM systems (including client portals) * Promoting a strong culture of data accuracy, reporting discipline and process-driven working * Producing daily, weekly and monthly performance dashboards to support operational and commercial decisions * Managing escalations, complaints and urgent service issues professionally and effectively * Collaborating with Finance, Operations, HR and Account Management to ensure seamless service delivery * Supporting quotation preparation in line with agreed rate cards and ensuring accurate PO management * Ensuring customer setups and job records are correctly configured to maintain billing accuracy * Liaising with Finance to resolve invoice queries and maintain smooth revenue processes * Identifying and implementing process improvements, workflow efficiencies and innovation opportunities, including AI-led enhancements About You We are looking for a proactive, confident and people-focused leader who can develop and support a team with varying levels of experience. You will have: * A minimum of 3 years’ experience managing a helpdesk or customer service team, ideally within Facilities Management * Strong knowledge of CRM and CAFM systems (JobWatch experience desirable) * Experience managing performance, KPIs and reporting dashboards * A process-driven mindset with the ability to refine and embed structured workflows * Excellent communication and stakeholder management skills * Strong organisational and problem-solving abilities * Confidence handling escalations and working under pressure * Proficiency in Microsoft Office (Excel, Outlook, Word) What’s on Offer * £50,000 salary * Permanent, full-time position * Opportunity to shape and develop a growing helpdesk function * Senior leadership exposure and cross-department collaboration * A role with real scope to implement process improvement and innovation