Helpdesk Manager – M&E Maintenance
Location: London
Salary: Competitive + Benefits
Are you an experienced Helpdesk Manager with a strong background in M&E maintenance? Do you thrive in a fast-paced environment, leading teams and ensuring seamless service delivery? If so, we want to hear from you!
The Role:
We are seeking a highly skilled and proactive Helpdesk Manager to oversee the day-to-day operations of a busy helpdesk team, ensuring exceptional service delivery within the Mechanical & Electrical (M&E) maintenance sector. You will be responsible for managing workflows, optimising processes, and ensuring that all client requests and reactive maintenance issues are handled efficiently.
Key Responsibilities:
✅ Lead and manage the helpdesk team, ensuring smooth day-to-day operations.
✅ Oversee job logging, scheduling, and coordination of engineers for planned and reactive maintenance.
✅ Ensure SLAs and KPIs are met, maintaining high levels of customer satisfaction.
✅ Develop and implement processes to improve efficiency and service delivery.
✅ Liaise with clients, engineers, and subcontractors to ensure seamless communication.
✅ Provide reports and analysis on job performance, service levels, and team productivity.
✅ Train, support, and mentor helpdesk staff to enhance performance.
About You:
Extensive experience as a Helpdesk Manager within an M&E maintenance environment.
Strong leadership and team management skills.
Excellent communication and organisational abilities.
Ability to work under pressure and prioritise tasks effectively.
Proficiency in CAFM systems and Microsoft Office.
A customer-focused mindset with a commitment to service excellence.
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