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Helpdesk Manager

Job Posted: an hour ago

Salary: £ 27,000 - 29,000 / Annum
Job Type: Permanent
Location: Birmingham

Expire in: a month

Job Description

Step into a rewarding permanent role offering a supportive working environment, hybrid working, and the opportunity to take ownership of a busy helpdesk within a commercial property environment. This Helpdesk Manager position allows you to make a real impact, manage multiple sites, and ensure excellent service delivery, all while working in a flexible environment that values your contribution and supports your professional development.
You'll be joining a committed and professional team in Birmingham, known for delivering excellent services and maintaining strong client relationships. With a hybrid arrangement of 4 days in the office and 1 day working from home, this Helpdesk Manager role offers a healthy work-life balance while giving you responsibility and autonomy over day-to-day helpdesk operations.
We'd love to hear from anyone with experience on a service desk or in maintenance coordination, who is ready to hit the ground running and take ownership of this dynamic Helpdesk Manager role.
In this position, you will be:

Taking all inbound maintenance request calls via email or phone
Maintaining a high degree of customer service for all support queries
Logging all calls on the system and maintaining full documentation
Allocating service requests to the dedicated service provider
Monitoring supplier performance against agreed SLA's and reporting using KPI's
Communicating with and chasing service providers for updates
Updating relevant documentation with precise notes
Passing end-of-day notes to the out-of-hours team
Handling complaints regarding call outs
Extracting monthly maintenance details and cross-referencing them against schedules
Assessing contractor competency and reviewing H&S arrangements
Raising purchase orders to be assigned to contractorsWe'd love to speak to anyone who has:

Experience on a service desk or in a service/maintenance environment
Strong time management skills, with the ability to prioritise workloads
Excellent communication skills: written, verbal, report writing, and presenting
Proficiency in Microsoft 365 and CAFM systems
Strong planning, organisational, and delegation skills
Experience building and maintaining professional relationships with clients, contractors, and customers
Self-motivation and the ability to work independently and as part of a team
Competence in end-point management
Ability to lead by example, share expertise, and act with integrity
Analytical skills to evaluate the wider implications of solutions or processes
Experience in incident and service request managementThis role is offering the following benefits:

Permanent contract
37 hours per week (Monday - Friday, 9am - 5:30pm)
Hybrid working; likely 4 days in the office, 1 day at home
Supportive working environment with opportunities to take ownership of your roleSalary: £29,000 per annum
Travel & Location
This role is based in Birmingham, Newhall Street. Excellent transport links and hybrid working make it easy to balance meaningful work with lifestyle.
Additional Details

Team Management: No direct reports
Specific Project: Helpdesk management with a new system implementation
Expected Start Date: ASAP
Interview Availability: ASAPIf this Helpdesk Manager role sounds like your next step, apply now or contact Tiyana at (url removed)

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