Job Description:

Service Desk Lead (Fire & Security / FM) Location: Remote (UK-based) - £30k-£50k Competitive + Progression

We are working with a growing and highly reputable Fire & Security provider, delivering services across a national, multi-site client base, who are now looking to appoint a Service Desk Lead.

This is a key hire for the business, taking ownership of a centralised service desk function and leading a small, remote team. The role offers a clear pathway into a more senior Service Management position as the business continues to scale.

The Role

This is a hands on leadership position, responsible for the day to day running of the service desk while driving performance, structure, and continuous improvement.

You will be managing a team of service desk operators, working closely with engineers and clients, and ensuring the smooth delivery of reactive maintenance, PPM, and small works across multiple sites.

Key Responsibilities

• Lead and manage a remote service desk team (circa 5 operators)
• Act as the main escalation point for service related issues
• Coordinate engineers across multi-site, national contracts
• Oversee high volumes of reactive calls, PPM schedules, and remedial works
• Ensure SLA/KPI performance is consistently met
• Manage workflows and reporting through Simpro
• Drive improvements in service delivery, processes, and systems
• Maintain strong communication with both clients and internal teams

What  we need you to have:

• Proven experience within Fire & Security or Facilities Management service environments
• Experience managing or supervising a service desk / helpdesk function
• Strong understanding of:
  • Reactive maintenance
  • PPM scheduling
  • Multi-site service delivery
• Experience managing remote or distributed teams
• Hands on experience with Simpro (highly desirable) or similar field service systems
• Strong organisational, communication, and leadership skills
• Comfortable in a fast paced, high volume environment

This opportunity offers:

• Fully remote role with flexibility
• Opportunity to step into a leadership role with real ownership
• Join a business in growth phase, where you can make a tangible impact

If you are currently working within a service desk, coordination, or service lead role in Fire & Security or FM, and are looking for your next step into leadership, contact us now.

Apply now for immediate consideration.