Hybrid Helpdesk Manager | Insert Office in London, Greater London, United Kingdom presso Arup

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Facilities Management

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UKIMEA Region

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LON000523 Requisition #

Joining Arup 

Arup’s purpose, shared values and collaborative approach have set us apart for over 75 years, guiding how we shape a better world. 

The Arup people function is undergoing an exciting period of transformation. As we establish our new operating model, we are streamlining our processes and aligning our delivery on a global scale, to ensure that we provide an excellent member experience aligned to our values. 

Watch this short clip to discover how Arup are shaping a better world and how you could be a part of it! 

The Opportunity

We’re seeking a dynamic and driven Helpdesk Manager to lead a high-performing Helpdesk team within our Workplace & Facilities Management function. This is a pivotal role that blends operational leadership with strategic oversight, ensuring the delivery of a seamless and professional helpdesk experience for staff, visitors, and contractors alike. 

You’ll be the face of our Helpdesk brand—owning its development, ensuring service excellence, and promoting the authenticity and values of WFM across the business. From managing switchboard operations to overseeing event logistics and contractor relationships, this role offers a unique opportunity to shape the customer journey and drive continuous improvement. 

Is This Role Right for You? 

If you thrive in a fast-paced environment, enjoy leading teams, and have a passion for delivering exceptional workplace experiences, this could be the perfect fit. You’ll need to be a strategic thinker with a hands-on approach, capable of juggling multiple priorities while maintaining a sharp eye for detail. 

You’ll be comfortable liaising with stakeholders at all levels, confident in managing contractors, and proactive in identifying trends and areas for improvement. Whether you're reviewing SLAs, coordinating events, or ensuring legal and H&S compliance, your leadership will be instrumental in maintaining high standards and driving operational excellence. 

Key Responsibilities 

• Lead and manage the Helpdesk team, ensuring operational efficiency and professional service delivery 

• Promote and develop the Helpdesk brand across the business 

• Conduct regular audits and reviews to ensure SLA compliance and team performance 

• Ensure full coverage of Helpdesk and Switchboard shifts 

• Deliver a smooth and welcoming customer journey for staff and visitors 

• Implement systems to track and escalate outstanding or overdue tasks 

• Liaise with contractors to ensure timely updates and closure of Helpdesk jobs 

• Manage contracts with key suppliers 

• Standardise data input/output and report recurring issues to WFM leadership 

• Participate in group and business leadership meetings 

• Provide competent support to the Management Team 

• Oversee regular floor checks and report maintenance issues in shared areas 

• Manage event operations including rota updates, pricing reviews, and cross-charging 

• Ensure timely logging and processing of Helpdesk requests (e.g., taxis, AV, catering, building issues) 

• Maintain legal, H&S, quality, and environmental compliance in line with firm policies 

• Review contractor documentation and supervise works as needed 

• Lead ad-hoc projects related to Helpdesk and Event Operations 

Key Skills & Experience 

• Proven experience in Workplace & Facilities Management 

• Strong written and verbal communication skills 

• Strategic mindset with operational agility 

• Confident working with stakeholders at all levels 

• Excellent time management and multitasking abilities 

• High attention to detail and analytical thinking 

• Ability to generate and interpret reports, spotting trends and insights 

• Positive attitude and strong work ethic 

Desirable Skills & Qualifications 

• Knowledge of contractor services, SLAs, KPIs, and landlord/tenant responsibilities 

• Degree or IWFM Certificate (or 5+ years of relevant experience) 

• Proficiency in CAFM systems such as Condeco and Concept Evolution 

• Sound understanding of Health & Safety (IOSH qualification preferred; training available) 

Not ready to apply just yet, or have a few questions? Contact Rhian Melaney [email protected]. Please note, to ensure we remain GDPR compliant do not send your CV directly to us via this email. 

What we offer you 

At Arup, we care about each member’s success, so we can grow together. 

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts. 

We also provide Private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs. 

Different People, Shared Values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence. 

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at  http://www.arup.com/careers/your-life-at-arup. 

We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact Rhian Melaney [email protected] to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you. 

Our Application Process 

To understand what to expect next, please visit https://www.arup.com/careers/recruitment-process/ 

Stay safe online - Arup will never ask for payment or your bank details as part of our recruitment process. 

Recruitment Agencies - We have a Preferred Supplier List of trusted partners to assist us when required and do not acknowledge any speculative CVs or unsolicited candidate introductions from agencies not on the list. 

Closing date: 5^th September 2025 We may close the role earlier than the advertised date should we receive a large number of applications, so please ensure you apply early.