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