Helpdesk Manager

Build Recruitment Leeds, England Posted Apr 11, 2026

Contract
Onsite
Senior

Job description

We’re working with a well-established organisation within the social housing sector, looking to appoint an experienced Helpdesk Manager to lead a team of planners supporting responsive repairs and maintenance operations.

This is a great opportunity for someone who thrives in a fast-paced environment and enjoys leading teams, driving performance, and building strong client relationships.

This is an initial 12 month fixed-term contract, with the potential to be extended or go permanent. 

The Role

As Helpdesk Manager, you’ll be responsible for overseeing the day-to-day planning function, ensuring repairs and maintenance works are delivered efficiently and in line with contractual KPIs.

You’ll lead a team of planners, providing guidance, structure, and support while ensuring service delivery remains consistent and high quality.

Key responsibilities include:

  • Managing and supporting a team of planners within a responsive repairs environment
  • Ensuring workloads are effectively planned and engineers are fully utilised
  • Monitoring KPIs, call performance, and job progress to ensure targets are met
  • Managing team performance, including 1-1s, training, and development
  • Overseeing holiday and sickness planning to maintain service continuity
  • Producing and presenting monthly performance reports
  • Liaising with internal teams and clients to ensure smooth service delivery
  • Identifying and escalating any resourcing or operational issues
  • Supporting void property workstreams where required

    • What We’re Looking For

  • Proven experience managing a team within a planning, helpdesk, or scheduling environment
  • Strong background in repairs, maintenance, or service delivery (ideally within social housing)
  • Confident managing KPIs, performance data, and reporting
  • Excellent organisational and communication skills
  • Experience working with subcontractors and supply chains
  • Strong IT skills, including job management systems or handheld technology
  • A proactive approach with the ability to problem-solve and prioritise
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