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- Tasks: Lead a dynamic helpdesk team, ensuring top-notch customer service and operational excellence.
- Company: Join Pinnacle Group, a leading provider of housing and neighbourhood services in the UK.
- Benefits: Enjoy flexible working, competitive salary, and a range of perks including retail discounts.
- Why this job: Make a real impact by improving service quality and driving team performance.
- Qualifications: Experience in helpdesk management and strong data analysis skills are essential.
- Other info: Be part of an inclusive culture that values diversity and personal development.
The predicted salary is between 35000 - 38000 £ per year.
Pinnacle Group are seeking a Facilities Helpdesk Manager to lead day to day operations of the helpdesk function, ensuring the delivery of a high quality, customer focused service. In this role, you will oversee team performance, drive continuous improvement, manage contractual KPIs/SLAs, and proactively monitor and reduce performance deductions. The Helpdesk Manager will also produce high end operational reporting and insights that support strategic decision making and service excellence.
Our Total Facilities Management team delivers integrated asset management and maintenance services across education, leisure, corporate, health and residential sectors. We focus on keeping facilities running smoothly, safely, and efficiently – helping our clients create spaces that work for everyone. This is an office based role with the working hours of 8.30AM-4.30PM Monday-Friday.
The ideal candidate will have proven experience working with CAFM systems and a strong background in supervising or managing a customer service–focused Helpdesk team.
Key responsibilities:- Lead and manage the helpdesk team, ensuring all enquiries, incidents, and requests are handled efficiently and professionally.
- Ensure adherence to agreed SLAs and KPIs, taking early action to mitigate risks to performance.
- Maintain and optimize helpdesk systems, workflows, and knowledge bases to improve service delivery.
- Identify trends, root causes, and improvement opportunities to reduce service failures.
- Develop and implement action plans to drive down performance deductions and minimize financial impact.
- Lead service improvement initiatives and support cross-functional collaboration to resolve performance issues.
- Use data to provide meaningful insights, recommendations, and forecasts that support operational and commercial objectives.
- Communicate service performance, risks, and improvements clearly and confidently at meetings and reviews.
- Ensure all helpdesk processes comply with organisational policies, data protection, and regulatory standards.
- Strong background in helpdesk/service desk management or similar operational leadership role.
- Excellent understanding of KPIs, SLAs, and contractual performance frameworks.
- Demonstrable experience reducing performance deductions or improving service quality.
- High proficiency in data analysis and advanced reporting tools (e.g., Excel, Power BI, Service Management platforms).
- Excellent communication, team leadership, and stakeholder engagement skills.
- Strong problem‑solving ability with a continuous improvement mindset.
The more diverse our workforce, the better we can adapt to and reflect the needs of our customers. We welcome applications from all backgrounds – particularly from those who represent the communities we serve including ex-armed forces personnel and their families.
As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development. We offer a wide range of benefits at Pinnacle Group, dependant on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers.
- Maternity/paternity packages
- Flexible Working Arrangements
- Life Assurance
- Enhanced Pension Scheme
- Additional Annual Leave
- Private Medical Insurance
- Cycle to Work Scheme
- Employee Assistance Programme
- Retail Discounts
- Childcare Assistance
- Season Ticket Loans
- Sick Pay Schemes
- Personal Development Plans
- Company Car/Car Allowance
- Electric Vehicle Scheme
Helpdesk Admin Manager in Slough employer: pinnaclegroup.co.uk
Contact Detail:
pinnaclegroup.co.uk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Admin Manager in Slough
✨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 Admin 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 interviews by brushing up on your knowledge of KPIs and SLAs. Be ready to discuss how you've successfully managed helpdesk teams in the past and share specific examples of how you've improved service delivery. Confidence is key!
✨Tip Number 3
Showcase your data analysis skills! Bring along some examples of reports or insights you've generated in previous roles. This will demonstrate your ability to use data to drive performance improvements, which is crucial for the Helpdesk Admin Manager position.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining Pinnacle Group and being part of our people-first culture.
We think you need these skills to ace Helpdesk Admin Manager in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with helpdesk management and customer service. We want to see how your skills align with our values and the specific requirements of the Helpdesk Admin Manager role.
Showcase Your Achievements: Don’t just list your responsibilities; share your successes! Use metrics to demonstrate how you’ve improved service quality or reduced performance deductions in previous roles. This will help us see the impact you've made.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out. Avoid jargon unless it’s relevant to the role, and ensure your passion for the position shines through.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at pinnaclegroup.co.uk
✨Know Your KPIs and SLAs
Before the interview, brush up on your understanding of key performance indicators (KPIs) and service level agreements (SLAs). Be ready to discuss how you've successfully managed these in previous roles, as this will show your familiarity with the expectations of the Helpdesk Admin Manager position.
✨Showcase Your Leadership Skills
Prepare examples that highlight your experience in leading a helpdesk team. Think about specific situations where you improved team performance or resolved conflicts. This will demonstrate your capability to manage and inspire a customer-focused team effectively.
✨Data Analysis is Key
Since the role requires high proficiency in data analysis, come prepared to discuss your experience with tools like Excel or Power BI. You might even want to bring along a sample report or insight you've generated in the past to illustrate your analytical skills.
✨Emphasise Continuous Improvement
Be ready to talk about how you've identified trends and implemented service improvements in your previous roles. Pinnacle Group values a continuous improvement mindset, so sharing specific examples will resonate well with the interviewers.
