Helpdesk Manager - Manchester
North West Permanent £50K
/ Year
Helpdesk Manager �� Head Office Based – Spinningfields, Manchester
�� Full Time | Permanent
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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
