Job Description

Essential Behaviour Standard.pdf



Helpdesk Manager JD.pdf





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

- Tuesday, 28th of November

Assessment date

- Wednesday, 5th of November






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