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.

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.

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.

Facilities Helpdesk Team Leader

Key skills