Service desk lead - remote (UK based)

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