Service Desk Manager
CV-LibraryTower Hamlets, Greater LondonpermanentPosted: 1 July 2026
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* Act as the main point of contact for the contract, coordinating service desk activity across clients, engineers, subcontractors and internal stakeholders.
* Coordinate the day-to-day operations of the engineering team and ensure engineers are clear on their schedules, locations and job requirements.
* Plan, track and document all planned preventative maintenance activities.
* Ensure all PPM works are scheduled within required service windows and that missed services are logged and recovery plans are implemented.
* Coordinate reactive callouts, organise attendance, support resolution within contract SLAs and provide clear updates to customers.
* Take ownership of reporting and document control, including exporting, editing, checking and saving service reports in the correct internal and external folders or portals.
* Review service report content and flag incomplete information, incorrect terminology or missing detail to the relevant engineer or Operations Manager.
* Keep planners, trackers and booking systems up to date, including PPM planners, HIU planners and other contract trackers.
* Support quotation administration by reviewing requests, preparing quotations, progressing approvals and coordinating remedial works.
* Take responsibility for materials and tooling acquisition, including purchase order support and order tracking.
* Support the RAMS process by reviewing submissions, chasing subcontractor documentation and ensuring records are filed correctly.
* Review GRNs, supplier invoices, WIP and service review actions, and support weekly operational meetings.
* Support monthly reporting requirements and customer review meetings where required.
* Provide wider support to the Canary Wharf and HIU teams and undertake any additional duties reasonably required by the relevant Operations Manager.
* Schedule engineers, subcontractors and planned works activity.
* Chase engineer job closures and ensure works are processed correctly within the CAFM system.
* Run, edit, save and file daily PPM, reactive and service reports.
* Manage personal and shared inboxes and respond to customer, supplier and engineer queries.
* Raise callouts and coordinate engineer attendance and communication updates.
* Maintain planners and booking systems, including HIU bookings when necessary.
* Raise quotation requests and progress approved remedial works.
* Order parts and tooling and ensure records are updated correctly.
* Review GRNs and supplier invoices.
* Take part in WIP reviews, service reviews and weekly meetings.
* Ensure monthly reports are completed and submitted within required deadlines.
* Support customer review meetings and reporting packs where required.
* Complete toolbox talks and training objectives where applicable.
* Ensure all of end of month billing is completed on time and that any discrepancies are raised back to the relevant Ops Manager/Team Leader
* Act as the main point of contact for the contract, coordinating service desk activity across clients, engineers, subcontractors and internal stakeholders.
* Coordinate the day-to-day operations of the engineering team and ensure engineers are clear on their schedules, locations and job requirements.
* Plan, track and document all planned preventative maintenance activities.
* Ensure all PPM works are scheduled within required service windows and that missed services are logged and recovery plans are implemented.
* Coordinate reactive callouts, organise attendance, support resolution within contract SLAs and provide clear updates to customers.
* Take ownership of reporting and document control, including exporting, editing, checking and saving service reports in the correct internal and external folders or portals.
* Review service report content and flag incomplete information, incorrect terminology or missing detail to the relevant engineer or Operations Manager.
* Keep planners, trackers and booking systems up to date, including PPM planners, HIU planners and other contract trackers.
* Support quotation administration by reviewing requests, preparing quotations, progressing approvals and coordinating remedial works.
* Take responsibility for materials and tooling acquisition, including purchase order support and order tracking.
* Support the RAMS process by reviewing submissions, chasing subcontractor documentation and ensuring records are filed correctly.
* Review GRNs, supplier invoices, WIP and service review actions, and support weekly operational meetings.
* Support monthly reporting requirements and customer review meetings where required.
* Provide wider support to the Canary Wharf and HIU teams and undertake any additional duties reasonably required by the relevant Operations Manager.
* Schedule engineers, subcontractors and planned works activity.
* Chase engineer job closures and ensure works are processed correctly within the CAFM system.
* Run, edit, save and file daily PPM, reactive and service reports.
* Manage personal and shared inboxes and respond to customer, supplier and engineer queries.
* Raise callouts and coordinate engineer attendance and communication updates.
* Maintain planners and booking systems, including HIU bookings when necessary.
* Raise quotation requests and progress approved remedial works.
* Order parts and tooling and ensure records are updated correctly.
* Review GRNs and supplier invoices.
* Take part in WIP reviews, service reviews and weekly meetings.
* Ensure monthly reports are completed and submitted within required deadlines.
* Support customer review meetings and reporting packs where required.
* Complete toolbox talks and training objectives where applicable.
* Ensure all of end of month billing is completed on time and that any discrepancies are raised back to the relevant Ops Manager/Team Leader