Helpdesk Manager

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 contractors

We'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 management

This 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 role

Salary: £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: ASAP

If this Helpdesk Manager role sounds like your next step, apply now or contact Tiyana at tiyana@niyaapeople.co.uk