Helpdesk Manager

Severn Trent Plc; Coventry; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading water management company in the UK is seeking a Helpdesk Manager to oversee its Property Helpdesk team. This role involves managing daily service requests, leading a team, and ensuring that support is efficient and customer-focused. Ideal candidates will have experience in Service Desk management and strong leadership skills. Competitive salary starting from £33,000, along with a variety of benefits including a leading pension scheme and annual bonuses.

Benefits

Competitive salary starting from £33,000

28 days holiday + bank holidays

Annual bonus scheme up to £2,250

Leading pension scheme

Sharesave option

Dedicated training and development

Electric vehicle scheme

Family friendly policies and volunteering days

Qualifications

• Proven experience managing a Service Desk or Technical Support function.
• Strong leadership and stakeholder management skills.
• Excellent organizational, communication, and analytical abilities.

Responsibilities

• Lead and develop the Helpdesk team.
• Manage reactive work orders and ensure SLA compliance.
• Monitor KPIs and implement improvements.

Skills

Service Desk management

Leadership

Stakeholder management

Organizational skills

Communication

Analytical abilities

Tools

CAFM systems

Job description

We’re more than just a water company. We're dedicated to making a positive impact on the environment, sustainability, and the communities we serve. By joining us, you’ll work with the latest technologies, driving forward‑thinking projects that enhance and protect national infrastructure, making a real difference to the communities we serve.

With nearly 10,000 colleagues, we're looking for more brilliant people who are passionate about sustainability, eager to innovate, and ready to turn challenges into opportunities for a better future.

LET’S CUT STRAIGHT TO IT

We are seeking an experienced Helpdesk Manager to lead our Property Helpdesk team, ensuring responsive, efficient, and customer‑focused support across the estate. This role oversees day‑to‑day management of service requests, coordinating with internal teams and external contractors to maintain smooth operations.

Key Responsibilities

• Lead and develop the Helpdesk team, ensuring high performance and clear objectives.
• Manage reactive work orders and ensure SLA compliance.
• Monitor KPIs, analyse performance trends, and implement improvements.
• Act as the main point of contact for estate‑related queries and stakeholder communication.
• Oversee complaints process and maintain accurate records for audit purposes.

You’ll work within our property team. With this being such a critical role, we’re looking for someone who can join us 37 hours a week.

WHAT WE’RE LOOKING FOR

• Proven experience managing a Service Desk or Technical Support function (Facilities knowledge desirable).
• Strong leadership and stakeholder management skills.
• Excellent organisational, communication, and analytical abilities.
• Familiarity with property and facilities management systems (CAFM).
• A background in property would also be desirable.

Why Join Us?

Skills and experience are important, but character, positivity, and a caring attitude matter too. We welcome and celebrate diverse individuals, knowing they help us better serve our communities. We seek people who get involved, want to be part of something bigger, and make a difference because they care.

HOW WE’LL REWARD AND CARE FOR YOU

Working here isn’t just a job. You can build a career at Severn Trent. We’ll reward you for it, too. We have a range of benefits that recognise great work, and award‑winning training to help you reach your potential. And we’ll also help you play your part in looking after the environment and the communities where we live.

With that in mind, here are just some of our favourite's perks that you’ll get being part of the Severn Trent family:

• Salary starting from £33,000
• 28 days holiday + bank holidays (and the ability to buy/sell up to 5 days per year)
• Annual bonus scheme (of up to £2,250 per annum based on company performance)
• Leading pension scheme – we will double your contribution (up to 15% when you contribute 7.5%)
• Sharesave – the chance to buy Severn Trent Plc shares at a discounted rate
• Dedicated training and development with our ‘Academy’
• Electric vehicle scheme and retail offers
• Family friendly policies and two volunteering days per year

LET’S GO

We can't wait to hear from you! Have an updated CV ready and spare five minutes to apply. We'll let you know the outcome after the closing date, so keep an eye on your phone and emails.