Maintenance & Service Desk Manager (Manchester £50 - £55k), Pendlebury

Maintenance & Service Desk Manager

About Us

Hybrid Asset Solutions Ltd is a rapidly growing Facilities Management company, based in Swinton, servicing clients across the UK in several diverse industries.

At Hybrid, we partner with Tier 1 operators in theâ¯BtRâ¯(Build-to-Rent) market, and we excel in delivering top-tier Hard Services FM, including in-house M&E solutions and strategic partnerships for specialised services.

Hybrid Asset Solutions is built on relationships. We're dedicated to providing exceptional service to our clients while empowering our team to grow. Hybrid fosters a Candid Feedback culture. It isn't just encouraged; it's ingrained. We value honest input from our staff, clients, and partners, driving continuous improvement.

Role Overview

Hybrid Asset Solutions is seeking an experienced Maintenance & Service Desk Manager to lead and develop our Customer Service Desk function. This is a critical operational leadership role responsible for overseeing all planned, reactive, and remedial maintenance activity, ensuring contractual compliance, high service standards, and effective resource utilisation.

Due to the technical nature of escalations within the CSD, this role requires a strong maintenance and technical background, enabling confident decision-making, effective problem-solving, and calm leadership under pressure. As the business continues to grow, this position will play a key role in strengthening operational delivery, improving customer satisfaction, and supporting scalable processes.

Key Responsibilities

Leadership & Management

• Lead, manage, and develop the Customer Service Desk team, providing clear direction, prioritisation, and performance management
• Act as the first point of escalation for technical and operational issues
• Create a structured, high-performing service desk environment with consistent standards and accountability

Operational Oversight

• Oversee the delivery of all PPM, reactive, and remedial works, ensuring efficiency, quality, and SLA compliance
• Work closely with the PPM Scheduler to ensure planned maintenance schedules are delivered effectively
• Take ownership of multi-visit PPMs, coordinating planning, scheduling, and completion within the CSD
• Ensure effective coordination between engineers, subcontractors, and internal teams

Systems & Performance

• Own and manage the CAFM system, ensuring accurate job logging, tracking, reporting, and closure
• Monitor KPIs and SLAs, identifying issues and driving continuous improvement
• Use operational data to improve workflows, decision-making, and service outcomes

Continuous Improvement

• Strengthen coordination between departments, particularly Projects and Operations
• Support the transition of servicing responsibilities into the CSD for a more aligned and efficient process
• Identify opportunities to improve systems, processes, and team capability

Required Qualifications

• NVQ Level 3 (or equivalent) in a relevant trade or discipline

Skills & Competencies

• Strong understanding of planned, reactive, and remedial maintenance workflows
• Sound technical knowledge with the confidence to manage complex escalations
• Highly organised with excellent prioritisation and problem-solving skills
• Confident communicator able to manage multiple stakeholders
• Comfortable working in a fast-paced, operational environment

Experience Required

• Proven experience within maintenance, facilities management, or technical service desk operations
• Experience managing teams in an operational or technical environment
• Strong working knowledge of CAFM systems
• Demonstrable experience handling technical escalations and complex operational issues

Ideal Candidate Profile

• Solid technical or maintenance background
• Experience overseeing PPMs, reactive, and remedial works
• Confident managing staff performance, priorities, and service standards
• Calm, decisive, and solutions-focused when handling escalations
• Strong leadership presence with a hands-on, practical approach

Personal Attributes

• Confident and decisive leader
• Calm under pressure
• Organised, structured, and proactive
• Positive, professional, and supportive management style

Team Environment

You will manage a small but fast-paced Customer Service Desk team and work closely with multiple internal departments. The team requires clear leadership, confident decision-making, and structured prioritisation. You will be relied upon as the point of support and authority for both people and operational decisions.

Location: Unit 2 Agecroft Networkcentre, Lamplight Way, M27 8UJ
Salary: £50,000 – £55,000 per annum
Start Date: February 2026 (preferred)

Job Type: Full-time

Pay: £50,000.00-£55,000.00 per year

Work Location: In person