Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a dynamic team to manage a busy facilities helpdesk and ensure top-notch service delivery.
- Company: Join a growing company that values teamwork and professional development.
- Benefits: Enjoy a competitive salary, pension, generous holiday, and career growth opportunities.
- Other info: Work in a supportive environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by enhancing customer service and leading a motivated team.
- Qualifications: Experience in managing helpdesk teams and strong leadership skills are essential.
Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
Salary: £38,000 – £40,000 per annum
Hours: 9am – 5pm or 8am – 4pm
Location: Rotherham, S60
Reporting to: FM Helpdesk Manager
Role Overview
Our client is seeking an experienced and proactive FM Helpdesk Manager to oversee the day-to-day operation of a busy growing facilities helpdesk function. The successful candidate will manage a team of 4+ Helpdesk Advisors and 1 Accounts Administrator, ensuring the delivery of a professional, responsive, and customer-focused service. This role requires strong leadership, excellent communication skills, and the ability to manage performance, complaints, and operational processes within a fast-paced environment.
Key Responsibilities
- Team Management & Leadership
- Manage, motivate, and support a team of 4 Helpdesk Advisors and 1 Accounts Administrator.
- Conduct regular one-to-one meetings, appraisals, and performance reviews.
- Monitor team KPIs and service standards to ensure targets are achieved.
- Identify training and development needs within the team.
- Manage absence, conduct, and performance issues in line with company procedures.
- Oversee the daily running of the facilities helpdesk function.
- Ensure all reactive maintenance requests and service calls are logged, prioritised, and completed within SLA targets.
- Maintain accurate records and reporting through CAFM/helpdesk systems.
- Ensure effective communication between clients, contractors, and internal departments.
- Continuously review processes to improve efficiency and customer service delivery.
- Act as the main escalation point for customer complaints and service issues.
- Investigate complaints thoroughly and provide timely resolutions.
- Maintain professional relationships with clients and stakeholders.
- Produce reports on recurring issues and recommend corrective actions.
- Support management of invoices, purchase orders, and account queries alongside the Accounts Administrator.
- Monitor budgets and ensure accurate financial administration.
- Assist with reporting on operational and financial performance.
Person Specification
Essential Skills & Experience
- Previous experience managing a facilities or maintenance helpdesk team.
- Strong people management and leadership experience.
- Experience conducting appraisals and performance management processes.
- Excellent complaint handling and customer service skills.
- Strong organisational and multitasking abilities.
- Confident using helpdesk/CAFM systems and Microsoft Office packages.
- Ability to work under pressure and manage competing priorities.
Desirable
- Experience within facilities management, property services, or maintenance environments.
- Knowledge of SLAs and KPI reporting.
- Financial administration or accounts experience.
Benefits
- Competitive salary of £38,000 – £40,000
- Company pension
- Holiday entitlement 20 days plus stats, plus 2-3 over Xmas.
- Career development opportunities
- Supportive team environment
FM Helpdesk Manager employer: Andy File Associates Ltd
Contact Detail:
Andy File Associates Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land FM Helpdesk Manager
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching common questions for FM Helpdesk Manager roles. Practice your responses, focusing on your leadership and complaint handling skills, as these are key in this position.
✨Tip Number 3
Showcase your experience with helpdesk systems and performance management during interviews. Bring examples of how you've improved team efficiency or handled tough customer complaints.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace FM Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the FM Helpdesk Manager role. Highlight your experience in managing teams and handling complaints, as these are key aspects of the job. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for our team. Mention specific examples from your past that demonstrate your leadership and customer service skills. We love a good story!
Show Off Your Communication Skills: Since this role involves a lot of communication, make sure your application reflects your ability to convey information clearly and professionally. Whether it's in your CV or cover letter, we want to see that you can communicate effectively with clients and team members.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status. Plus, it’s super easy!
How to prepare for a job interview at Andy File Associates Ltd
✨Know Your Stuff
Before the interview, make sure you understand the role of an FM Helpdesk Manager inside out. Familiarise yourself with key responsibilities like team management, complaint handling, and helpdesk operations. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to discuss your leadership style and experiences. Think of specific examples where you've motivated a team or handled performance issues. This will demonstrate your capability to lead effectively in a fast-paced environment.
✨Prepare for Scenario Questions
Expect questions that ask how you'd handle specific situations, especially around complaints and service issues. Prepare some scenarios from your past experience where you successfully resolved conflicts or improved processes. This will highlight your problem-solving skills and customer service focus.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company culture, team dynamics, or future projects. This shows your enthusiasm for the role and helps you gauge if the company is the right fit for you.