FM Manager

Are you a people-first leader who thrives in a fast-paced facilities management environment? At NCP, were 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, youll lead a dedicated team in delivering top-tier customer service and efficient facilities management support. Youll 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 youll oversee operations during core business hours (9am5pm), 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 Youll 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 st…