Facilities Management Helpdesk Manager

Facilities Management (Hard & Soft Services) Helpdesk & Accommodation Manager Northwood, HA6 Full Time – 40 hours per week About Us At Skanska Building Services, we pride ourselves on delivering high-quality facilities management services across the UK. From critical infrastructure to daily operations, our work supports clients in defence, healthcare, and beyond. We are now seeking a skilled Facilities Management (Hard & Soft Services) Helpdesk & Accommodation Manager to lead the delivery of key services at Northwood Headquarters, a prestigious and high-security PFI defence contract site. Your Role As the Helpdesk & Accommodation Manager, you’ll take ownership of a 24/7 Help Desk operation and manage Single Living Accommodation bookings and front-desk services. This is a leadership role, requiring a hands-on manager, with an outstanding customer service background , who can inspire a team, meet KPIs, and build strong relationships across all levels of a dynamic military site. Key Responsibilities * Lead the delivery of a 24/7 Helpdesk and Accommodation booking system * Ensure KPIs and client performance targets are consistently met * Line manage a dedicated Helpdesk & Accommodation team: scheduling, performance reviews, briefings, etc. * Generate service reports and contribute to wider contract reporting * Maintain excellent communication with accommodation residents and stakeholders * Ensure compliance with statutory, security, and H&S requirements * Support strategic contract initiatives including renewal and service improvement plans * Represent Skanska in regular senior management and client meetings What We’re Looking For * Proven experience managing a FM (Hard & Soft Services) Helpdesk, Call Centre, or Customer Service function where you work to and report on KPI Performance * Strong leadership and line management capabilities * Excellent communication and client relationship skills * Proficient in MS Excel and database systems * Able to gain MoD Security clearance * Leading teams through Change * Ensure all Operatives are UpToDate with all their training requirements * Background in FM or secure MoD environments (Desirable) Why Skanska? * Join a globally respected organisation committed to sustainability, innovation, and career development * Work in a mission-critical, high-profile environment * Competitive salary and benefits package