Helpdesk Manager

A leading Facilities Management company is seeking an experienced Senior Helpdesk Manager to join their team on a full-time, permanent basis. The successful candidate will be responsible for overseeing the day-to-day operations of a busy Facilities Management and Maintenance Helpdesk, ensuring all reactive and planned maintenance work orders are efficiently coordinated from initial instruction through to satisfactory completion.

Responsibilities

• Managing and overseeing the daily operations of the maintenance helpdesk, ensuring all client work orders are accurately logged, prioritised and progressed efficiently.
• Allocating responsibilities, monitoring performance and ensuring accountability.
• Coordinating reactive and planned maintenance works, including engineer allocation, scheduling, access arrangements and job progression.
• Ensuring engineers are followed up on the day of attendance, including next-morning follow-ups for out-of-hours works.
• Liaising directly with clients and site representatives to confirm satisfactory completion of maintenance works before closing jobs.
• Planning and scheduling engineers efficiently, grouping works geographically wherever practical to minimise travel time and operational costs.
• Managing escalations, urgent maintenance requests, client complaints and outstanding works to ensure timely resolution.
• Maintaining accurate records and monitoring job progress using CAFM and maintenance management systems.
• Ensuring effective communication between clients, engineers, subcontractors and internal departments.

Requirements

• Previous experience in a Helpdesk Manager, Senior Helpdesk Supervisor, Service Desk Manager or similar management role within Facilities Management or Maintenance.
• Strong experience coordinating reactive maintenance, planned preventative maintenance (PPM) and engineer workloads.
• Experience managing high volumes of maintenance work orders while maintaining accuracy and service standards.
• Experience using CAFM systems or similar maintenance and job management software.
• Excellent organisational, communication and problem-solving skills.
• Ability to prioritise competing workloads, meet deadlines and work effectively under pressure.
• Strong IT skills...

Report this job