Helpdesk Manager

Murray Recruitment is seeking an experienced Helpdesk Manager to join a well-established Facilities Management company based in Glasgow. This is an exciting opportunity for a proactive and driven individual to lead a dynamic helpdesk team, ensuring the smooth coordination of planned and reactive maintenance jobs.

In this role, you’ll play a key part in fostering strong relationships with both clients and internal teams, while also having the opportunity to develop and implement new processes to enhance operational efficiency. Experience in systems implementation would be a distinct advantage.

Key Responsibilities

• Oversee the day-to-day management of the helpdesk, ensuring seamless service delivery for both planned and reactive maintenance in line with client SLAs.
• Continuously monitor job progress from initiation to completion, ensuring all tasks are completed efficiently.
• Act as the main point of contact for clients, handling requests, resolving issues, and maintaining excellent customer relationships.
• Collaborate with internal teams to drive operational improvements and ensure best practices are upheld.
• Lead, mentor, and motivate the helpdesk team, providing training and support to enhance performance.

Skills & Experience Required

• Proven experience in a similar helpdesk management role within Facilities Management.
• Strong understanding of process development and implementation.
• Experience with CAFM systems is essential (Joblogic experience would be advantageous).
• Excellent IT skills and proficiency in relevant software.
• Strong people management and leadership skills.
• Exceptional communication, organisation, and problem-solving abilities.
• Ability to work under pressure and thrive in a fast-paced environment.
• Experience in managing change and driving process improvements.

What’s on Offer?

• Competitive salary: £34,000 - £42,000 (DOE)
• 4-day work week (34 core hours per week, 8am – 5pm)
• Enhanced company pension scheme
• Life assurance
• Company sick pay
• Private healthcare (after 6 months)
• Flexible working considered
• 33 days’ holiday (pro-rated to 26.5 days for 4DW)
• Cycle to Work scheme
• Wellbeing programme & support via Help at Hand

Know someone who would be a great fit? Refer a friend and earn £250 in vouchers if they’re hired.