Helpdesk Manager

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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

• Mondayto 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 inc 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 inc 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

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT System Training and Support

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