Job Description:

Senior Service Desk Coordinator | Facilities Management / Hard FM
Remote working with monthly visits to the office in Edinburgh | £45,000 to £60,000 + Progression 

We are working with a growing service provider supporting a national portfolio of commercial and enterprise clients.

They are looking for an experienced Senior Service Desk Coordinator to join their  team and help drive the day to day delivery of planned and reactive maintenance services across multiple client contracts.

You do not need to come from a Fire & Security background.

This role could be a great fit if you are currently working within Facilities Management, Hard FM, M&E maintenance, technical services or another engineering-led maintenance environment, particularly if you are used to coordinating engineers, managing SLAs and keeping multiple jobs and contracts moving at the same time.

It would suit someone who enjoys a busy, structured service environment but is now looking for more ownership, visibility and the opportunity to progress into a supervisory or team lead position.

The role is remote working with monthly visits to the Head office in Edinburgh.

The role

You will play a key part in ensuring service delivery runs smoothly across a portfolio of client sites.

This will include coordinating planned and reactive works, managing engineer schedules, monitoring jobs through to completion and making sure clients receive the right level of service within agreed SLA and KPI requirements.

You will work closely with engineers, clients and internal teams, resolving issues, managing priorities and keeping work moving through the service desk.

There will also be the opportunity to support more junior members of the team and take on additional responsibility as the service function continues to grow.

Key responsibilities:

• Coordinate planned preventative maintenance, reactive callouts and follow-on remedial works
• Manage engineer diaries and workloads across multiple sites and contracts
• Prioritise jobs in line with client requirements and SLA commitments
• Monitor work in progress and ensure jobs are progressed through to completion
• Manage escalations, service issues and changing client priorities
• Liaise daily with engineers, clients, subcontractors and internal teams
• Maintain accurate job information within CAFM or service management systems
• Support compliance documentation, reporting and audit requirements
• Track service performance against agreed KPIs and SLAs
• Help identify process improvements across the service desk
• Support junior coordinators and contribute to the ongoing development of the team

We would like to hear from you if you have experience within:

Facilities Management, Hard FM / Hard Services, M&E maintenance, Technical services, Engineering maintenance, Fire & Security, Property maintenance, Multi-site maintenance environments.

You will ideally have experience of:

• Coordinating mobile engineers or technical teams
• Planned preventative maintenance and reactive works
• Working to SLAs and KPIs
• Managing multiple jobs, contracts or client sites
• Monitoring WIP and progressing jobs through to completion
• Working within a busy service desk, helpdesk or maintenance environment
• Using CAFM, service management or job management systems such as Simpro, Concept, Maximo, Planon or similar
• Working within a process-led or compliance-driven environment

Fire & Security experience would be useful, but it is not essential. We are equally interested in speaking with candidates from broader FM and hard services backgrounds who understand how a high-performing maintenance service function operates.

What is on offer:

• £45,000 to £60,000 depending on experience
• Clear opportunity to progress into a supervisory or team leadership role
• Greater ownership than you may typically get within a large FM organisation
• Opportunity to influence processes and improve service delivery
• Join a growing business where your contribution will be visible and valued

If you are currently working as a Senior Service Coordinator, Service Desk Coordinator, FM Helpdesk Coordinator, Maintenance Coordinator, Contract Support, Service Supervisor, Senior Helpdesk Coordinator or Engineering Coordinator and are looking for more responsibility and progression, we would love to hear from you.