PFI Helpdesk Manager

Overview: We are seeking an experienced Helpdesk and CAFM professional to lead our service delivery team on a healthcare PFI contract. The successful candidate will be responsible for the operational performance of the helpdesk function, ensuring all reactive, planned, and project tasks are completed to SLA and compliance standards. Key Responsibilities: * Lead and manage a team of Helpdesk Coordinators to ensure effective delivery of Hard FM services. * Act as Super User for the CAFM system (Concept Evolution), maintaining data accuracy, task allocation, and compliance records. * Ensure SLA and KPI targets are met and reported accurately. * Support procurement processes, including purchase order approvals and invoice reviews. * Design and deliver training and onboarding for Helpdesk staff and system users. * Monitor statutory and PPM compliance alongside internal stakeholders. * Work closely with Contract and Operations Managers to support high performance and audit readiness. * Regularly review and audit CAFM data, rechargeables, and documentation for quality and completeness. Essential Requirements: * Proven experience in a similar Helpdesk or Service Delivery role within a PFI/PPP FM environment. * Strong working knowledge of CAFM systems – ideally Concept Evolution. * Demonstrable understanding of statutory compliance and SLA/KPI frameworks. * Excellent communication, orga…