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- Tasks: Lead a dynamic helpdesk team to ensure top-notch facilities management support.
- Company: NCP is a people-first company focused on exceptional service and teamwork.
- Benefits: Enjoy competitive pay, birthday bonuses, perks, discounts, and a cycle to work scheme.
- Why this job: Join a fast-paced environment where your leadership can make a real impact.
- Qualifications: Proven experience in helpdesk or FM leadership with strong communication skills.
- Other info: Flexible hours required for weekend and evening shifts; office-based role in Birmingham.
The predicted salary is between 36000 - 60000 £ per year.
Are you a people-first leader who thrives in a fast-paced facilities management environment? At NCP, we are on the lookout for an experienced FM Helpdesk Manager to drive a high-performing helpdesk team that keeps our nationwide estate running smoothly.
About the Role
Based at our Birmingham office, you will lead a dedicated team in delivering top-tier customer service and efficient facilities management support. You will be the linchpin between internal teams, external contractors, and senior stakeholders, ensuring maintenance issues are resolved swiftly and service levels remain sky-high. This is a hands-on, office-based role where you will oversee operations during core business hours (9am-5pm), with flexibility required to support weekend and evening shifts. Your calm and solutions-focused approach will be vital in escalation management and delivering results under pressure.
What You’ll Be Doing
- Lead and develop the Helpdesk team to meet and exceed KPIs and SLAs.
- Manage escalations and high-priority incidents with confidence and urgency.
- Monitor helpdesk performance, identify trends, and drive continuous improvement.
- Collaborate with contractors, supervisors, and internal teams to resolve issues.
- Support out-of-hours operations and major incident response planning.
- Build and maintain strong relationships with clients and stakeholders.
- Champion staff development through coaching, training, and performance reviews.
What We’re Looking For
- Proven experience in a similar Helpdesk or FM leadership role.
- Excellent communication, leadership, and stakeholder management skills.
- Strong customer service ethos with a proactive, team-focused mindset.
- Experience handling escalations and high-pressure scenarios.
- A calm, structured approach to problem-solving and decision-making.
- Familiarity with managing large, multi-site contracts (preferred but not essential).
What We Offer
- Competitive Pay - Fair compensation for your expertise.
- Birthday Bonus - Enjoy an extra day off to celebrate your special day.
- Recognition Programme - Your contributions won’t go unnoticed.
- Perks and Discounts - Save at top high street retailers.
- Free or Discounted Parking - Convenient and cost-effective.
- Cycle to Work Scheme - Get up to £1,000 towards a new bike.
- Company Pension & Death in Service Benefit - Support for your future.
- Employee Assistance Programme - Because your wellbeing matters.
Join a business that values resilience, teamwork, and exceptional service. Apply today to take the next step in your FM career with NCP.
FM Manager employer: National Car Parks Limited
Contact Detail:
National Car Parks Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FM Manager
✨Tip Number 1
Familiarise yourself with the latest trends in facilities management and helpdesk operations. This knowledge will not only help you understand the role better but also allow you to engage in meaningful conversations during interviews.
✨Tip Number 2
Network with professionals in the facilities management sector, especially those who have experience in helpdesk roles. Attend industry events or join online forums to build connections that could lead to valuable insights or referrals.
✨Tip Number 3
Prepare specific examples of how you've successfully managed escalations and high-pressure situations in your previous roles. Being able to articulate these experiences will demonstrate your capability to handle similar challenges at NCP.
✨Tip Number 4
Research NCP's values and recent projects to tailor your approach. Showing that you understand their mission and how you can contribute will set you apart from other candidates and highlight your genuine interest in the position.
We think you need these skills to ace FM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in facilities management and leadership roles. Use specific examples that demonstrate your ability to manage helpdesk teams and handle escalations effectively.
Craft a Compelling Cover Letter: Write a cover letter that showcases your people-first leadership style and your proactive approach to customer service. Mention how your skills align with the responsibilities outlined in the job description.
Highlight Key Skills: In your application, emphasise your communication, stakeholder management, and problem-solving skills. Provide examples of how you've successfully managed high-pressure situations in previous roles.
Show Enthusiasm for the Role: Convey your passion for facilities management and your commitment to delivering exceptional service. Let them know why you want to work with NCP and how you can contribute to their team.
How to prepare for a job interview at National Car Parks Limited
✨Showcase Your Leadership Skills
As a potential FM Helpdesk Manager, it's crucial to demonstrate your leadership abilities. Prepare examples of how you've successfully led teams in the past, focusing on how you motivated them to meet KPIs and SLAs.
✨Prepare for Escalation Scenarios
Given the role's emphasis on managing escalations and high-pressure situations, think of specific instances where you've handled such challenges. Be ready to discuss your calm and structured approach to problem-solving.
✨Highlight Your Customer Service Ethos
NCP values a strong customer service mindset. Be prepared to share stories that illustrate your commitment to delivering exceptional service and how you've built relationships with clients and stakeholders.
✨Demonstrate Continuous Improvement Mindset
The role involves monitoring helpdesk performance and driving improvements. Think about how you've identified trends in previous roles and implemented changes that enhanced service delivery or team efficiency.
