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Service desk lead - remote (UK based)

Job Posted: 23 days ago

Salary: £ 30,000 - 50,000 / Annum
Job Type: Permanent
Location: EH1, York Place, City of Edinburgh

Expire in: 5 days

Job Description

Service Desk Lead (Fire & Security / FM) Location: Remote (UK-based) - £30k-£50k Competitive + Progression

We are working with a growing and highly reputable Fire & Security provider, delivering services across a national, multi-site client base, who are now looking to appoint a Service Desk Lead.

This is a key hire for the business, taking ownership of a centralised service desk function and leading a small, remote team. The role offers a clear pathway into a more senior Service Management position as the business continues to scale.

The Role

This is a hands on leadership position, responsible for the day to day running of the service desk while driving performance, structure, and continuous improvement.

You will be managing a team of service desk operators, working closely with engineers and clients, and ensuring the smooth delivery of reactive maintenance, PPM, and small works across multiple sites.

Key Responsibilities

  * Lead and manage a remote service desk team (circa 5 operators)

  * Act as the main escalation point for service related issues

  * Coordinate engineers across multi-site, national contracts

  * Oversee high volumes of reactive calls, PPM schedules, and remedial works

  * Ensure SLA/KPI performance is consistently met

  * Manage workflows and reporting through Simpro

  * Drive improvements in service delivery, processes, and systems

  * Maintain strong communication with both clients and internal teams

What we need you to have:

  * Proven experience within Fire & Security or Facilities Management service environments

  * Experience managing or supervising a service desk / helpdesk function

  * Strong understanding of:

      * Reactive maintenance

      * PPM scheduling

      * Multi-site service delivery

  * Experience managing remote or distributed teams

  * Hands on experience with Simpro (highly desirable) or similar field service systems

  * Strong organisational, communication, and leadership skills

  * Comfortable in a fast paced, high volume environment

This opportunity offers:

  * Fully remote role with flexibility

  * Opportunity to step into a leadership role with real ownership

  * Join a business in growth phase, where you can make a tangible impact

If you are currently working within a service desk, coordination, or service lead role in Fire & Security or FM, and are looking for your next step into leadership, contact us now.

Apply now for immediate consideration

Before You Apply

Do not include the following in your job application, CV, or cover letter:

Bank details.
National Insurance number.
Date of birth.

You should not be asked for payment or irrelevant information. If you have concerns about a job advert or employer, seek guidance on how to proceed.

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