At a Glance
- Tasks: Lead a busy helpdesk, drive KPIs, and improve service delivery.
- Company: A growing facilities maintenance specialist with a family feel.
- Benefits: Competitive salary, immediate start, and recognition for your contributions.
- Other info: Join a reputable company known for high-quality service and career growth.
- Why this job: Make a real impact in a dynamic environment while enhancing operational performance.
- Qualifications: Experience in managing FM helpdesks and strong organisational skills.
The predicted salary is between 40000 - 41000 £ per year.
A fantastic opportunity for an experienced Helpdesk Manager or Helpdesk Supervisor looking to lead a busy FM helpdesk where you'll have a genuine impact on operational performance. This role is perfect for someone who thrives on driving KPIs, meeting SLAs and ensuring engineers are scheduled efficiently to maximise productivity and customer satisfaction. Working closely with the operations team, you'll lead the helpdesk function, oversee scheduling and continuously improve service delivery within a business where your contribution will be recognised.
This growing facilities maintenance specialist delivers electrical, plumbing, drainage and building fabric services across commercial environments including retail, healthcare, education and hospitality. With a strong reputation for delivering a high‑quality service, they continue to secure new contracts and build long‑term client relationships. As the business grows, they are investing in their operations team and are looking for a Helpdesk Manager who can drive performance, improve processes and help maintain the exceptional service standards they are known for.
Your Role as a Helpdesk Manager will include:
- Managing the day‑to‑day running of the FM helpdesk and scheduling team
- Planning and coordinating engineers to maximise utilisation and efficiency
- Monitoring and improving KPI and SLA performance across reactive and planned works
- Ensuring jobs are allocated, completed and closed out within agreed service levels
- Identifying process improvements to enhance operational performance and customer delivery
The successful Helpdesk Manager will have:
- Previous experience managing or supervising an FM Helpdesk or Service Desk
- Strong knowledge of SLA and KPI‑driven service environments
- Experience scheduling engineers within Facilities Management or Building Services
- Excellent organisational skills with the ability to prioritise reactive workloads
- Experience using CAFM or service management systems
Please apply or call Tommy Reynolds for immediate consideration.
Helpdesk Manager in London employer: Accelerated People Management
Accelerated People Management is an exceptional employer, offering a dynamic work environment in Greater London where your contributions are valued and recognised. With a strong focus on employee growth and development, we provide ample opportunities for advancement within our facilities maintenance business, all while fostering a supportive culture that prioritises safety and efficiency.
Contact Details:
Accelerated People Management Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Accelerated People Management. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Accelerated People Management before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Accelerated People Management:Your cover letter is your chance to shine! Tell us why you want to work at Accelerated People Management specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Accelerated People Management!
How to prepare for a job interview at Accelerated People Management
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
