Helpdesk Manager

Join to apply for the Helpdesk Manager role at Biological Consulting Europe Ltd. Helpdesk Manager - FM Service Provider - Longcross, Surrey - Up to £40k per annum. CBW are currently recruiting for a Helpdesk Manager looking to take on the next challenge. One of our key clients is looking for a hardworking, ambitious individual to join the team and grow within the company.

Hours of Work: Monday to Friday 8am to 5pm, 40 hours a week, Office based, Occasional travel to Uxbridge.

We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of the contract, while managing an efficient and client-focused helpdesk function. This role combines contract oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure all reactive and planned works are delivered to the highest standards. Knowledge of contracts management essential including RAMS and PTW.

Responsibilities:

• Manage the CAFM system including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
• Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
• Ensure all activities comply with company policies, health & safety standards, and industry regulations.
• Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
• Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
• Line management of the Helpdesk Team, including objective setting, performance management and development.
• Monitoring the Facilities Helpdesk email inbox.
• Raising purchasing orders and placing orders as required.
• Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
• Review and action remedial works from sub-contractors service sheets.
• Dealing with escalations with subcontractors paperwork/certificate non-submission.
• Assist the Account Manager with creating reports and attending client meetings.
• Cover team absence and annual leave where required.
• Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
• Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
• Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.

Key Requirements:

• Previous contracts management experience essential.
• Previous administrative experience required.
• Previous FM Helpdesk/Operations experience is required.
• Strong H&S knowledge including IOSH managing safely including RAMS and PTW.
• Previous experience overseeing contractors required.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrate strong administration skills.
• Strong IT skills including Microsoft Office.
• Excellent telephone and email manner, with solid communication and interpersonal skills.
• Excellent attention to detail.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology

Industries: IT System Training and Support