FM Helpdesk Manager

Job Title: FM Helpdesk Manager
Contract Type: Permanent
Location: Reading
Salary: £28000 - £30000 per annum
Start Date: ASAP
REF: TFM-P1666
Contact Name: Safron Huntly
Job Published: 3 days ago

Job Description

We are looking for a Service Desk Manager to join a Service provider based in Reading. The role of Service Desk Manager is key to delivering 5* Facilities Management Services to clients. As the Service Desk Manager you will have responsibility for ensuring all service requests via all communications from external or internal clients are actioned in a professional and timely manner by each member of the Service Desk team.

The Role

  • Lead and manage the Service Desk in order to develop a robust solution with the capability to grow and develop.
  • Update out of hours call rota.
  • Ensure that key deliverables are planned in advance to ensure that the team are aware of what the business goals are throughout the financial year.
  • Maintaining and developing service desk toolkit.
  • Ensure that staff follow agreed processes and procedures.
  • Identify and recommend any improved methods and working practices, in an effort to continuously improve service quality and reduce costs.
  • Ensure staff members are completely familiar with and observe client's security and site arrangement rules, achieved through frequent audit checks, on-going coaching of the team, training and effective communication.
  • To coach, manage and provide on-going support and direction to the team, including appraisals, development reviews and opportunities for internal/external training programmes.
  • Develop and deliver the Service Desk Induction/Training Plan, ensuring all individual requirements are met throughout the year.
  • As the Service Desk Manager you will promote good relationships with client contacts and site personnel and project a professional image of the business within a constantly changing environment.
  • Provide support to the department in the production of key management information, including performance and operating reports for clients and senior management.
  • Participate as a key member of the On-Call Management team (within agreed rotas) to ensure consistency of service on a 24/7 basis.


  • Worked in a support services team environment or for a service company
  • Have experience in telephone operation in a business environment
  • Excellent communication skills
  • Highly organised and proactive Able to plan workload
  • Have a background in Facilities Management or Support Services
  • The candidate must be numerate and analytical and financially aware
  • Conversant with all Microsoft packages
  • Have strong customer focus

All CVs must be in English and in Word.
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