Helpdesk Manager

Helpdesk Manager – Glasgow

💰 Salary: Up to £42,000 per annum
📍 Location: Glasgow
🕓 Employment Type: Full-Time, Permanent

About the Role:
We are seeking an experienced Helpdesk Manager to join our Facilities Management team based in Glasgow. The successful candidate will oversee the day-to-day running of our helpdesk operations, ensuring all reactive and planned maintenance requests are managed efficiently, while delivering exceptional service to clients and engineers alike.

Key Responsibilities:

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Manage and lead a team of helpdesk coordinators, ensuring high levels of performance and customer satisfaction.

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Oversee call logging, job allocation, and engineer scheduling for reactive and planned maintenance.

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Monitor service levels and ensure SLA/KPI targets are achieved.

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Liaise with clients and internal teams to provide updates, resolve issues, and ensure smooth communication.

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Produce regular reports on performance, productivity, and service quality.

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Support system improvements and ensure accurate data management within JobLogic or similar CAFM platforms.

Key Requirements:

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Proven experience in a Helpdesk Manager or Helpdesk Team Leader role within facilities management or a similar service-driven environment.

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Strong people management and organisational skills.

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Excellent communication and problem-solving abilities.

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Experience using JobLogic or similar CAFM/CMMS systems (highly desirable).

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Ability to work under pressure in a fast-paced environment while maintaining attention to detail.

Benefits:

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Competitive salary up to £42,000

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Opportunities for career development and progression

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Supportive and collaborative working environment

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Standard company benefits package