About the job

Description

Are you a people-first leader who thrives in a fast-paced facilities management environment? At NCP, we're on the lookout for an experienced FM Helpdesk Manager to drive a high-performing helpdesk team that keeps our nationwide estate running smoothly. Please note this is a 12 month FTC.

About the Role
Based at our Birmingham office, you'll lead a dedicated team in delivering top-tier customer service and efficient facilities management support. You'll be the linchpin between internal teams, external contractors, and senior stakeholders - ensuring maintenance issues are resolved swiftly and service levels remain sky-high.

This is a hands-on, office-based role where you'll oversee operations during core business hours (9am-5pm), with flexibility required to support weekend and evening shifts. Your calm and solutions-focused approach will be vital in escalation management and delivering results under pressure.

What You'll Be Doing

• Lead and develop the Helpdesk team to meet and exceed KPIs and SLAs.
• Manage escalations and high-priority incidents with confidence and urgency.
• Monitor helpdesk performance, identify trends, and drive continuous improvement.
• Collaborate with contractors, supervisors, and internal teams to resolve issues.
• Support out-of-hours operations and major incident response planning.
• Build and maintain strong relationships with clients and stakeholders.
• Champion staff development through coaching, training, and performance reviews.

What We're Looking For

• Proven experience in a similar Helpdesk or FM leadership role.
• Excellent communication, leadership, and stakeholder management skills.
• Strong customer service ethos with a proactive, team-focused mindset.
• Experience handling escalations and high-pressure scenarios.
• A calm, structured approach to problem-solving and decision-making.
• Familiarity with managing large, multi-site contracts (preferred but not essential).

What We Offer

• Competitive Pay - Fair compensation for your expertise.
• Birthday Bonus - Enjoy an extra day off to celebrate your special day.
• Recognition Programme - Your contributions won't go unnoticed.
• Perks and Discounts - Save at top high street retailers.
• Free or Discounted Parking - Convenient and cost-effective.
• Cycle to Work Scheme - Get up to £1,000 towards a new bike.
• Company Pension & Death in Service Benefit - Support for your future.
• Employee Assistance Programme - Because your wellbeing matters.

Join a business that values resilience, teamwork, and exceptional service. Apply today to take the next step in your FM career with NCP.

Department Facilities & Technical Services Locations Birmingham - Forward House Yearly salary £35,000 - £45,000 Employment type Contract

Apply now