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Job Introduction
The benefits
- Health and Wellbeing Plans
- 23 days paid holiday increasing to 25 after 2 years
- Discounts and Cashbacks
- Paid Volunteering days
- Employee Assistance Program
- Refer a Friend Scheme
- Cycle to Work Scheme
- Bonus
The role
Carlisle Support Services is looking for a FM Helpdesk Manager, who will be responsible for the overall leadership, performance, and development of the FM Helpdesk function. This includes oversight of reactive and planned maintenance workflows, ensuring all activity is delivered in line with contractual SLAs, KPIs, and customer expectations. The role drives operational performance, data‑led decision making, and continuous improvement across the helpdesk, scheduling, and administrative functions.
Your core role will include but not be limited to the following activities:
- Own end‑to‑end Helpdesk performance across all contracts
- Ensure SLA and KPI targets are consistently achieved
- Implement and manage performance frameworks and reporting
- Support the implementation and integration of the new CAFM system ahead of go‑live in August
- Work closely with stakeholders to ensure system configuration aligns with operational requirements
- Support testing, training, and transition into live operations
- Ensure team readiness and adoption of new processes and systems
- Lead and develop Team Leader, Schedulers, Administrators, and KPI Analyst
- Set clear expectations and accountability across all roles
- Conduct regular performance reviews and succession planning
- Oversee reactive and planned maintenance workflows
- Ensure effective prioritisation and resource allocation
- Act as escalation point for high‑risk service issues
- Build strong relationships with clients and internal stakeholders
- Provide regular performance updates and insights
- Own CAFM system performance and data quality
- Oversee KPI reporting and analysis
- Use data to drive operational decisions and improvements
- Identify and implement process improvements
- Support system and process development initiatives
- Ensure compliance with H&S and operational procedures
- Support audits and contractual governance requirements
- Visit Hackney Wick office every 2 weeks to support Schedulers
- Ensure alignment between Helpdesk and Scheduling teams
The ideal candidate
- Extensive experience in FM Helpdesk or Service Delivery environment
- Proven leadership experience managing multi‑disciplinary teams
- Strong understanding of SLA/KPI‑driven environments
- Experience with CAFM systems (e.g. Planon, Hexgn)
- Strong analytical and problem‑solving skills
- Excellent stakeholder management
Successful candidates will be required to provide original documentation for detailed screening and vetting processes.
This could include the following: passport / driving licence / utility bill dated in the last 3 months / HMRC letter / original bank statement / original payslip / birth certificate / a valid share code.
About us
Join a growing market‑leading brand of support services to work with the UK's largest brands such as Tottenham Hotspur Stadium, Jaguar Land Rover, Tesco, BBC StudioWorks, and many more.
Carlisle currently employees over 5,000 dedicated and enthusiastic staff members to deliver events, security cleaning, and retail facilities support services across the UK's most renowned sites and critical infrastructure.
Apply today to find out more and embark on an exciting career journey filled with unrivalled recognition schemes and progression opportunities aimed at helping you achieve your true potential.
Equality, Diversity, and Inclusion
At Carlisle, we are committed to Equality, Diversity, and Inclusion in all areas of employment, recruitment and selection, training, development, and promotion.
In all situations people will be judged solely on merit or ability.
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