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- Tasks: Lead a dynamic support team, ensuring efficient completion of maintenance tasks and managing the CAFM system.
- Company: Kudos Services is a leading Facilities Management company in the Healthcare Sector, serving NHS buildings.
- Benefits: Enjoy 25 days annual leave, life assurance, pension scheme, and performance-related bonuses.
- Why this job: Join a supportive culture focused on growth, innovation, and making a real impact in healthcare.
- Qualifications: Experience in facilities management and CAFM systems is essential; leadership skills are a must.
- Other info: Flexible interview process via Teams, with opportunities for professional development.
The predicted salary is between 40000 - 60000 £ per year.
Kudos Services is a well-established Facilities Management company working within the Healthcare Sector to deliver a high-quality Facilities Management service across 35 NHS LIFT buildings across the Northwest & London areas on behalf of its client, and is currently seeking a Helpdesk Manager to join the team in Warrington.
The Role
As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You'll manage the CAFM system (Concept), overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery.
You will play a key part in compliance oversight, working closely with the Contract Manager and National Operations Manager to ensure contractual obligations are met as per the Facilities Maintenance Agreement's. You will also be accountable for some financial responsibilities within the role including approvals & purchase orders, helping to optimise cost efficiencies. Additionally, reporting will be a crucial aspect of your role, as you oversee the production of monthly contractual reports, compliance tracking, and performance reports.
As you will be leading the helpdesk team, you will have overall responsibility for encouraging growth and development, conducting regular one-to-one meetings (121s), identifying training needs, and providing opportunities for professional advancement.
About You
Working to a strong values framework and positively influencing change will be important to you. The health centres are of significant importance to the local community, and you will be passionate about helping to drive their performance.
We're looking for a resilient and solutions-driven leader, who thrives in fast-paced environments and enjoys optimising operations. You will have expertise in PFI/PPP FM or complex facilities management environments, where CAFM data management is key to delivering excellence. Strong stakeholder engagement will be essential, as you'll work closely with teams across various levels.
You'll bring a solid foundation of experience and knowledge of CAFM systems (ideally Concept), contractual obligations, and data reporting. It would be ideal if you have experience of mobilising a Helpdesk or implementing new systems and processes, including training package design and delivery. Beyond the technical expertise, your leadership skills, problem-solving mindset, and attention to detail will be crucial in driving team performance.
Why work for Kudos?
At Kudos, we believe that our people are our most valuable asset, and that creating an environment for our employees that aligns with our core values, is essential to the success of the business.
Our Values:
- Supportive - We embrace partnership working
- Ethical - We act with integrity
- Innovative - We take ownership for understanding and improving Kudos
- Ambitious - We continually strive to deliver the best possible service
- Passionate - We are proud of the part we play in Kudos & the services we deliver
Application Process
Application & CV Screening Interview Via Teams with Contract Manager Interview Via Teams/In person with Kudos CEO & National Ops Manager. As part of this interview process, you will be required to complete a profiling assessment.
Helpdesk Manager employer: Kudos Services
Contact Detail:
Kudos Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the CAFM system, particularly Concept, as it's crucial for the Helpdesk Manager role. Understanding its functionalities will not only help you in the interview but also demonstrate your commitment to optimising operations.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in fast-paced environments. Highlighting your experience in mentoring and training will resonate well with Kudos' values of support and growth.
✨Tip Number 3
Research Kudos Services and their impact on the healthcare sector. Being able to discuss their values and how they align with your own during the interview will set you apart as a candidate who genuinely cares about the community.
✨Tip Number 4
Prepare to discuss your experience with compliance and reporting, as these are key aspects of the role. Having specific examples ready will show that you understand the importance of meeting SLAs and KPIs in facilities management.
We think you need these skills to ace Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in facilities management and helpdesk operations. Emphasise your leadership skills, knowledge of CAFM systems, and any experience with PFI/PPP environments.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the healthcare sector and how your values align with Kudos Services. Mention specific examples of how you've optimised operations or led teams in previous roles.
Highlight Key Achievements: When detailing your work history, focus on quantifiable achievements. For instance, mention how you improved response times or enhanced team performance through training and development initiatives.
Prepare for Interviews: Research common interview questions for managerial roles in facilities management. Be ready to discuss your approach to compliance oversight, stakeholder engagement, and how you would refine helpdesk operations at Kudos.
How to prepare for a job interview at Kudos Services
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Helpdesk Manager. Familiarise yourself with the CAFM system, especially Concept, and be prepared to discuss how you would manage data entry and compliance with SLAs and KPIs.
✨Showcase Leadership Skills
Prepare examples that demonstrate your leadership abilities. Discuss how you've mentored teams in the past, conducted one-to-one meetings, and identified training needs to foster professional growth.
✨Emphasise Stakeholder Engagement
Be ready to talk about your experience in engaging with various stakeholders. Highlight instances where you've successfully collaborated with different teams and levels within an organisation to achieve common goals.
✨Align with Company Values
Kudos Services values support, ethics, innovation, ambition, and passion. Think of ways you can illustrate how your personal values align with theirs, and be prepared to discuss how you can contribute to their mission.
