Helpdesk Manager

Im recruiting for an experienced Helpdesk Manager to join a leading FM and services provider on a 12‑month fixed‑term contract based in Leeds.

This position is central to the effective running of the planning function across social housing repair contracts. You'll ensure engineers are efficiently scheduled, workloads are balanced, and contractual performance targets are consistently achieved. Where resource levels don't match demand, you'll escalate issues and work collaboratively with operational teams to resolve them.

Key Responsibilities

Lead and manage a team of Planners within the social housing repairs environment

Ensure Planners are fully supported, trained, and meeting daily operational requirements

Oversee holiday and sickness management to maintain service continuity

Conduct monthly 1‑to‑1 performance reviews with each Planner

Liaise with Supervisors and report deviations from agreed plans to the Operations Manager

Record call statistics and carry out weekly and monthly performance spot checks

Monitor overdue orders, order closures, cyclical maintenance tasks, and contract KPIs

Produce monthly contractual reports and present them in service meetings

Build strong working relationships with stakeholders and ensure KPI compliance

Provide regular performance updates and improvement recommendations to the Operations Manager

What We're Looking For

Experience managing a team of planners or administratorsBackground in maintenance, service delivery, or repairs scheduling
Strong ICT skills, including experience with handheld technology
Confident people manager with strong communication and leadership skills
Experience managing subcontractor supply chains
Good understanding of customer care and service delivery standards
Strong administrative and record‑keeping skills

What's on Offer

Competitive salary

Pension scheme

24 days annual leave + public holidays

Life cover (1.5x salary)

24/7 Employee Assistance Programme & wellbeing app

Retail and brand discount schemes

Gym membership discounts

Cycle‑to‑work scheme

Access to a wide range of learning and development opportunities

If interested please apply below with your CV!

RG Setsquare is acting as an Employment Business in relation to this vacancy