Workspace Manager

WORKSPACE MANAGER

Location: London (EC2N 4JL)

Hours of work: 40 hours per week

Contract Type: Permanent

The Workspace Manager role at ISS offers an exciting opportunity to oversee and optimise the Helpdesk function across a prestigious client’s UK and international sites.

Job Description

This role involves coordinating with ISS service teams and subcontractors to promptly address issues, manage helpdesk requests, and support broader service delivery.

You’ll also supervise a range of administrative functions, including Mailroom and Security Administration, ensuring seamless operations and supporting the account management and client teams.

This role offers the chance to gain comprehensive exposure to facilities management (FM), with strong potential for career growth—this role provides a clear pathway toward an FM Manager position within one to two years.

It’s an ideal opportunity for candidates eager to build their expertise in FM within a supportive, growth-oriented environment.

Key Responsibilities

• Lead and manage an effective helpdesk solution across the client’s UK and EMEA portfolio
• Author, review, and ensure training and compliance with Helpdesk policies, processes, and procedures
• Develop and maintain the Service Fulfillment Plan for Helpdesk functions domestically and internationally
• Collate and present monthly Service Desk statistics, including monthly reports, compliance, and KPI dashboard reporting
• Support Account Management and Service Leads to maintain accurate records for site assets, instructions, and helpdesk priorities
• Oversee all Mailroom activities, procedures, and team responsibilities
• Manage all Porterage duties, coordinating with Front of House and other teams for seamless operations

About You

• Proven leadership and team management experience (preferably in a corporate environment)
• Background in high-volume customer service environments, such as call centers or front-of-house roles
• Strong numerical skills, attention to detail, and ability to work independently and as part of a team
• Ability to prioritize tasks and manage workload effectively
• Knowledge of Planned and Reactive Maintenance, especially within helpdesk and CAFM solutions
• Strong client-facing communication skills, with experience engaging with clients, operations, suppliers, and team members
• Adaptable, positive attitude toward change, with flexibility for shifting role priorities
• Understanding of confidentiality and discretion requirements
• Advanced level user of MS Office (Excel, PowerPoint, Word)
• Results-oriented, proactive in achieving targets, and comfortable managing fast-paced environments
• Experience in Facilities Management (FM)
• Skilled in handling multiple time-sensitive projects with attention to detail

Preferred Qualifications:

• Familiarity with the financial services sector (optional)

Required Qualifications

• GCSEs in English and Maths (Grade A-C).
• Health and Safety qualification (preferred but not mandatory)
• SIA Management License (but training can be provided by ISS if not already attained)

Training Options:

• For candidates without direct FM or helpdesk experience, ISS can provide training in CAFM systems, client communication, and FM basics
• Internal courses on leadership, project management, and safety compliance can be offered as needed

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com