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- Tasks: Lead the Helpdesk team to ensure smooth operations and excellent customer service.
- Company: Join a dynamic Facilities Management team in Edinburgh.
- Benefits: Generous holiday allowance, pension scheme, and free gym membership.
- Why this job: Make a real impact by improving service delivery for thousands of customers.
- Qualifications: Experience in Facilities Management and strong leadership skills required.
- Other info: Opportunities for career growth and development in a supportive environment.
The predicted salary is between 28000 - 38000 £ per year.
FM Helpdesk Manager
Salary: £33,057 per annum
Permanent, Full-Time, 35.75 hours per week (Monday to Friday)
Location: Facilities Management, Carron Place, Edinburgh
Are you a proactive, customer-focused professional with a passion for operational excellence? We are looking for a dynamicHelpdesk Managerto lead our Facilities Management Helpdesk and ensure our venues run smoothly, safely, and efficiently for thousands of customers every day.
About the Role
As Helpdesk Manager, you\’ll be the central point of contact for operations, contractors, and suppliers. You\’ll manage job triage and allocation, oversee performance reporting, and ensure data quality across our CAFM system. You\’ll also lead a Helpdesk Officer, support financial processes, and champion health & safety compliance.
Key Responsibilities
- Lead, manage and support the Helpdesk Officer.
- Oversee ticket resolution and develop support initiatives to ensure service excellence.
- Manage service agreements, escalation processes, and team performance.
- Allocate reactive and planned maintenance jobs via CAFM.
- Support financial processes, including purchase orders and invoice management.
- Use data and trend analysis to drive evidence-based improvements.
- Build strong partnerships with venue teams, external vendors, and stakeholders.
What You Bring
- A qualification in business administration, management or customer service (HND or equivalent).
- At least 1 year of experience in a Facilities Management Helpdesk role.
- Strong IT literacy and experience with CAFM systems.
- Proven leadership experience managing teams, contractors, and suppliers.
- Track record in ticket management, process improvement, and data quality.
- Excellent written and verbal communication skills.
- Highly organised and detail-oriented, with confidence in managing multiple priorities.
In return, we offer
- Generous holiday allowance (32 days, rising with service up to 40 days)
- Company pension(with employee contributions matched up to 12%)
- Paid sick leave
- Free membership across all our centres with access to fitness centres, gyms, and swimming pools
- Opportunities for training, career growth and development
- Cycle-to-work scheme
- Access to discounts with a huge number of retailers (saving money in cinemas, restaurants, clothing, and electronics shops, on insurance and healthcare and much more)
This role is based in our FM Office in Leith, Edinburgh. Working hours are Monday to Friday, from 8:30 to 16:30, with a half-day on Fridays.
Closing date
Tuesday, 28th of November
Assessment date
Wednesday, 5th of November
We are proud members of the Disability Confident Scheme. We encourage applications from people with disabilities and will offer support with reasonable adjustments where required. We are committed to offering an interview to applicants with disabilities who meet the minimum criteria for the job.
Registered Scottish Charity No: SC027450
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FM Helpdesk Manager - 444785 employer: Edinburgh Leisure
Contact Detail:
Edinburgh Leisure Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FM Helpdesk Manager - 444785
✨Tip Number 1
Network like a pro! Reach out to your connections in the Facilities Management sector and let them know you're on the hunt for a Helpdesk Manager role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by researching the company and its values. Understand their approach to operational excellence and customer service, so you can showcase how your experience aligns perfectly with their needs.
✨Tip Number 3
Practice your responses to common interview questions, especially around leadership and team management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements effectively.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace FM Helpdesk Manager - 444785
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in Facilities Management and customer service. We want to see how your skills align with the Helpdesk Manager role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Leadership Skills: Since this role involves managing a team, it’s crucial to demonstrate your leadership experience. Share specific examples of how you've successfully led teams or projects in the past. We love to see proactive problem-solving and team-building in action!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use bullet points where possible to make your key skills and experiences stand out. We appreciate well-structured applications that are easy to read!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of success. It’s super easy, and you’ll be able to track your application status. Plus, we love seeing applications come through our own platform!
How to prepare for a job interview at Edinburgh Leisure
✨Know Your Stuff
Make sure you understand the key responsibilities of the Helpdesk Manager role. Familiarise yourself with CAFM systems and be ready to discuss how you've managed ticket resolution and team performance in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples that highlight your leadership experience. Think about times when you've successfully managed a team or improved processes, and be ready to share these stories during the interview.
✨Be Customer-Focused
Since this role is all about operational excellence and customer service, come prepared with examples of how you've prioritised customer needs in past positions. This will show that you align with their proactive, customer-focused approach.
✨Ask Smart Questions
At the end of the interview, have a few insightful questions ready. Ask about the team dynamics, how success is measured in the role, or what challenges the Helpdesk currently faces. This shows your genuine interest in the position and the company.