FM Helpdesk Manager
| Posting date: | 30 December 2025 |
|---|---|
| Salary: | £33,057 per year |
| Hours: | Full time |
| Closing date: | 18 January 2026 |
| Location: | 3a Carron Place, Leith, Edinburgh EH6 7RE |
| Remote working: | On-site only |
| Company: | Edinburgh Leisure |
| Job type: | Permanent |
| Job reference: | FM Helpdesk Manager |
Summary
FM Helpdesk Manager
Salary: £33,057 per annum
Permanent, Full-Time, 35.75 hours per week (Monday to Friday)
Location: Facilities Management, Carron Place, Edinburgh
Are you a proactive, customer-focused professional with a passion for operational excellence? We are looking for a dynamic Helpdesk Manager to lead our Facilities Management Helpdesk and ensure our venues run smoothly, safely, and efficiently for thousands of customers every day.
About the Role
As Helpdesk Manager, you’ll be the central point of contact for operations, contractors, and suppliers. You’ll manage job triage and allocation, oversee performance reporting, and ensure data quality across our CAFM system. You’ll also lead a Helpdesk Officer, support financial processes, and champion health & safety compliance.
Key Responsibilities:
- Lead, manage and support the Helpdesk Officer.
- Oversee ticket resolution and develop support initiatives to ensure service excellence.
- Manage service agreements, escalation processes, and team performance.
- Allocate reactive and planned maintenance jobs via CAFM.
- Support financial processes, including purchase orders and invoice management.
- Use data and trend analysis to drive evidence-based improvements.
- Build strong partnerships with venue teams, external vendors, and stakeholders.
What You Bring:
- A qualification in business administration, management or customer service (HND or equivalent).
- At least 1 year of experience in a Facilities Management Helpdesk role.
- Strong IT literacy and experience with CAFM systems.
- Proven leadership experience managing teams, contractors, and suppliers.
- Track record in ticket management, process improvement, and data quality.
- Excellent written and verbal communication skills.
- Highly organised and detail-oriented, with confidence in managing multiple priorities.
In return, we offer:
- Generous holiday allowance (32 days, rising with service up to 40 days)
- Company pension (with employee contributions matched up to 12%)
- Paid sick leave
- Free membership across all our centres with access to fitness centres, gyms, and swimming pools
- Opportunities for training, career growth and development
- Cycle-to-work scheme
- Access to discounts with a huge number of retailers (saving money in cinemas, restaurants, clothing, and electronics shops, on insurance and healthcare and much more)
This role is based in our FM Office in Leith, Edinburgh. Working hours are Monday to Friday, from 8:30 to 16:30, with a half-day on Fridays.
Closing date – Sunday, 18th of January
Assessment date – Thursday, 29th of January
-
We are proud members of the Disability Confident Scheme. We encourage applications from people with disabilities and will offer support with reasonable adjustments where required. We are committed to offering an interview to applicants with disabilities who meet the minimum criteria for the job.
Registered Scottish Charity No: SC027450
Salary: £33,057 per annum
Permanent, Full-Time, 35.75 hours per week (Monday to Friday)
Location: Facilities Management, Carron Place, Edinburgh
Are you a proactive, customer-focused professional with a passion for operational excellence? We are looking for a dynamic Helpdesk Manager to lead our Facilities Management Helpdesk and ensure our venues run smoothly, safely, and efficiently for thousands of customers every day.
About the Role
As Helpdesk Manager, you’ll be the central point of contact for operations, contractors, and suppliers. You’ll manage job triage and allocation, oversee performance reporting, and ensure data quality across our CAFM system. You’ll also lead a Helpdesk Officer, support financial processes, and champion health & safety compliance.
Key Responsibilities:
- Lead, manage and support the Helpdesk Officer.
- Oversee ticket resolution and develop support initiatives to ensure service excellence.
- Manage service agreements, escalation processes, and team performance.
- Allocate reactive and planned maintenance jobs via CAFM.
- Support financial processes, including purchase orders and invoice management.
- Use data and trend analysis to drive evidence-based improvements.
- Build strong partnerships with venue teams, external vendors, and stakeholders.
What You Bring:
- A qualification in business administration, management or customer service (HND or equivalent).
- At least 1 year of experience in a Facilities Management Helpdesk role.
- Strong IT literacy and experience with CAFM systems.
- Proven leadership experience managing teams, contractors, and suppliers.
- Track record in ticket management, process improvement, and data quality.
- Excellent written and verbal communication skills.
- Highly organised and detail-oriented, with confidence in managing multiple priorities.
In return, we offer:
- Generous holiday allowance (32 days, rising with service up to 40 days)
- Company pension (with employee contributions matched up to 12%)
- Paid sick leave
- Free membership across all our centres with access to fitness centres, gyms, and swimming pools
- Opportunities for training, career growth and development
- Cycle-to-work scheme
- Access to discounts with a huge number of retailers (saving money in cinemas, restaurants, clothing, and electronics shops, on insurance and healthcare and much more)
This role is based in our FM Office in Leith, Edinburgh. Working hours are Monday to Friday, from 8:30 to 16:30, with a half-day on Fridays.
Closing date – Sunday, 18th of January
Assessment date – Thursday, 29th of January
-
We are proud members of the Disability Confident Scheme. We encourage applications from people with disabilities and will offer support with reasonable adjustments where required. We are committed to offering an interview to applicants with disabilities who meet the minimum criteria for the job.
Registered Scottish Charity No: SC027450
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.