Helpdesk Manager

Helpdesk Manager
Facilities Management

Location: Leeds
Salary: £35,000 per annum
Sector: Facilities Management (TFM)
We are a growing Total Facilities Management business based in Leeds and are looking for an experienced and motivated Helpdesk Manager to lead our FM helpdesk function.
This is a key role within the business, suited to someone who is outgoing, confident in their own judgement, and proactive in improving the way things are done. You ll be trusted to take ownership of the helpdesk operation and drive continuous improvement across systems, processes, and customer experience.

Key Responsibilities

• Manage the day-to-day operation of the FM helpdesk within a TFM environment
• Lead, motivate, and support helpdesk staff to deliver excellent service
• Act as the main point of contact for client queries and escalations
• Monitor performance against SLAs and KPIs
• Identify opportunities to improve workflows, systems, and processes
• Work closely with engineers, subcontractors, and management teams
• Ensure accurate logging, tracking, and closure of reactive and planned works

About You

• Proven experience managing or supervising a helpdesk within Facilities Management ( preferred)
• Outgoing, confident, and comfortable dealing with clients and internal teams
• Able to think for yourself and take initiative rather than waiting for instruction
• Strong organisational and problem-solving skills
• Passionate about improving processes and driving efficiency
• Comfortable working in a fast-paced, service-driven environment

What We Offer

• Salary of £35,000 per annum
• Leeds-based role within a growing TFM business
• Opportunity to make a real impact and shape how the helpdesk operates
• Supportive management team and room for progression

If you re a hands-on Helpdesk Manager who enjoys improving systems, leading people, and delivering a high-quality FM service, we d love to hear from you.