At a Glance
- Tasks: Lead a dynamic helpdesk team and optimise service delivery for building maintenance.
- Company: Join a forward-thinking Facilities Management company with a focus on teamwork.
- Benefits: Competitive salary, career development opportunities, and a supportive work environment.
- Other info: Exciting opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Make a real difference in client satisfaction while leading a high-performing team.
- Qualifications: Proven management experience in helpdesk or customer service, ideally in Facilities Management.
We are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.
You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.
Key Responsibilities
- Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.
- SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.
- CAFM System Ownership: Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.
- Escalation & Client Care: Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.
- Financial Administration: Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.
Person Specification
- Management Experience: Proven track record managing a helpdesk, customer service team, or busy office—ideally within Facilities Management or Property Services.
- Software Competency: Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).
- Contractual Awareness: Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.
- Communication & Leadership: Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.
Desirable Criteria:
- Previous experience within a commercial property management or building services environment.
- Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.
If you are an experienced Helpdesk Manager with facilities management & maintenance experience apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation.
Helpdesk Manager in Backworth employer: Branta Recruitment Ltd
Join a dynamic and supportive work environment as a Helpdesk Manager, where your leadership will drive a high-performing team dedicated to delivering exceptional facilities management services. Our company prioritises employee growth through continuous training and development opportunities, ensuring you can advance your career while enjoying a collaborative culture that values innovation and client satisfaction. Located in a vibrant area, we offer a unique chance to make a meaningful impact within the community while enjoying competitive benefits and a strong focus on work-life balance.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager in Backworth
✨Tip Number 1
Network like a pro! Reach out to your connections in the facilities management sector. Attend industry events or webinars, and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its helpdesk operations. Familiarise yourself with their CAFM systems and performance metrics. This will show you’re genuinely interested and ready to hit the ground running.
✨Tip Number 3
Practice your leadership pitch! Be ready to discuss how you’ve motivated teams in the past and handled escalations. Use specific examples that highlight your management experience and communication skills.
✨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 are proactive about their job search!
We think you need these skills to ace Helpdesk Manager in Backworth
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the Helpdesk Manager role. Highlight your management experience and any relevant software skills, especially with CAFM systems. We want to see how your background fits our needs!
Showcase Your Leadership Skills:In your cover letter, share examples of how you've led teams in the past. We love seeing how you motivate and coach others, so don’t hold back on those success stories!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and structure your thoughts well. We appreciate a well-organised application that gets straight to the point!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Branta Recruitment Ltd
✨Know Your CAFM Inside Out
Since the role requires you to be the internal expert on the CAFM system, make sure you brush up on its functionalities. Familiarise yourself with common issues and solutions, as well as any recent updates or upgrades. This will show your potential employer that you're proactive and ready to hit the ground running.
✨Demonstrate Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you motivated your team, set performance targets, or handled difficult escalations. Being able to articulate your leadership style and successes will resonate well with the interviewers.
✨Showcase Your Communication Skills
As a Helpdesk Manager, you'll need to communicate effectively with clients and stakeholders. Practice explaining complex technical concepts in simple terms. You might even want to prepare a few scenarios where you resolved customer complaints or service delays, highlighting your interpersonal skills.
✨Understand SLAs and KPIs
Familiarise yourself with the key performance indicators and service level agreements relevant to the role. Be ready to discuss how you've monitored compliance in previous positions and what strategies you've implemented for continuous improvement. This knowledge will demonstrate your commitment to maintaining high standards.
