Description

Are you a natural problem‑solver who thrives in a fast‑paced environment? Do you enjoy leading teams, improving processes and delivering exceptional service? If so, this could be the perfect next step in your career.

We're looking for a Helpdesk Team Leader to take ownership of our day‑to‑day helpdesk operations, ensuring our colleagues and stakeholders receive timely, high‑quality support. This is a key role within our Facilities Management function, offering the chance to shape service delivery, coach a growing team and influence continuous improvement across the business.

This is a hybrid role requiring 3 days per week in our Manchester office.

What You'll Be Doing

• Leading the day‑to‑day running of the helpdesk, ensuring requests are logged, prioritised and resolved efficiently.
• Acting as the main escalation point for complex or urgent issues.
• Monitoring SLAs, KPIs and service performance, producing monthly reports and identifying improvements.
• Coaching and developing helpdesk advisors, driving a positive and high‑performing team culture.
• Working closely with internal teams and external contractors to resolve issues quickly and effectively.
• Optimising helpdesk systems, improving workflows and supporting new tools or processes.
• Ensuring compliance with health & safety, audit requirements and workplace standards.

What You'll Bring

We're looking for someone who combines operational know‑how with strong leadership qualities:

• Experience in Facilities Management or workplace operations, ideally in a corporate or multi‑site environment.
• Previous supervisory or team‑leader experience within a helpdesk, customer service or FM support function.
• Strong understanding of CAFM systems (e.g. Concept Evolution, ServiceNow).
• Knowledge of UK health & safety regulations and statutory compliance.
• IWFM Level 3/4 or willingness to work towards it.
• IOSH Managing Safely or equivalent.
• Experience in a regulated sector (finance, insurance, banking, legal) is a bonus.

Who you are

You will be a proactive and resilient leader who thrives in a fast‑paced environment. You'll build strong relationships, communicate clearly and stay calm under pressure. You're highly organised, detail‑focused and confident managing high‑volume workloads. You bring a customer‑focused mindset, a positive attitude and a natural ability to motivate and develop others. You're analytical, solutions‑driven, and comfortable using CAFM systems and IT tools to improve processes and deliver great service.

In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

• Holiday entitlement of 26 days plus bank holidays, increasing with length of service
• 35 hour working week
• Opportunity to progress your career across the entire Ardonagh family
• Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
• Pension scheme for when you feel it's time to retire
• 24-hour Employee Assistance support for you and your family's physical and mental wellbeing
• Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
• One day paid volunteering to give back to our communities
• Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
• The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.

We offer genuine potential for both personal and professional development, come and be part of our story and help us shape our future.

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Everywhen is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

If your application is successful, we will conduct relevant employment checks prior to you commencing employment with us. These will include verifying your recent employment, address, credit history and a standard criminal record check.

Please note: We may close a vacancy prior to the publish end date if the required quality or number of applications has been received.

Note to recruiters and employment agencies: We will not pay for unsolicited CVs from recruiters and employment agencies unless we have a signed agreement and have requested assistance, in writing, for a specific opening.

Click here here to see our standard benefits page