Helpdesk Manager - Manchester

North West Permanent £50K / Year

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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

  

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