Service Desk Lead*
Recruitment agency: Smile Digital
Location: Remote (UK-based)
Salary: £30,000 - £50,000/annum
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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.
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