A leading Facilities Management company is seeking an experienced Senior Helpdesk Manager to join their team on a full-time, permanent basis. The successful candidate will be responsible for overseeing the day-to-day operations of a busy Facilities Management and Maintenance Helpdesk, ensuring all reactive and planned maintenance work orders are efficiently coordinated from initial instruction through to satisfactory completion. Responsibilities: * Managing and overseeing the daily operations of the maintenance helpdesk, ensuring all client work orders are accurately logged, prioritised and progressed efficiently. * Allocating responsibilities, monitoring performance and ensuring accountability. * Coordinating reactive and planned maintenance works, including engineer allocation, scheduling, access arrangements and job progression. * Ensuring engineers are followed up on the day of attendance, including next-morning follow-ups for out-of-hours works. * Liaising directly with clients and site representatives to confirm satisfactory completion of maintenance works before closing jobs. * Planning and scheduling engineers efficiently, grouping works geographically wherever practical to minimise travel time and operational costs. * Managing escalations, urgent maintenance requests, client complaints and outstanding works to ensure timely resolution. * Maintaining accurate records and monitoring job progress using CAFM and maintenance management systems. * Ensuring effective communication between clients, engineers, subcontractors and internal departments. Requirements: * Previous experience in a Helpdesk Manager, Senior Helpdesk Supervisor, Service Desk Manager or similar management role within Facilities Management or Maintenance. * Strong experience coordinating reactive maintenance, planned preventative maintenance (PPM) and engineer workloads. * Experience managing high volumes of maintenance work orders while maintaining accuracy and service standards. * Experience using CAFM systems or similar maintenance and job management software. * Excellent organisational, communication and problem-solving skills. * Ability to prioritise competing workloads, meet deadlines and work effectively under pressure. * Strong IT skills, including Microsoft Excel, Outlook and maintenance management systems. * Ability to work independently, take ownership of operational issues and report effectively to senior management. What's on Offer: * Competitive salary * Hybrid working - 1 day per week working from home * Senior management role reporting directly to the CEO. * Key role in improving operational efficiency, service delivery and client satisfaction. This is a permanent position, and Coleman James are acting as an Employment Agency