At a Glance
- Tasks: Lead the helpdesk team, ensuring top-notch maintenance services in healthcare.
- Company: Join Kudos Services, a trusted facilities management provider in the NHS sector.
- Benefits: Enjoy 25 days annual leave, life assurance, pension scheme, and employee support.
- Other info: Dynamic role with opportunities for personal growth and development.
- Why this job: Make a real difference in healthcare by improving service delivery and team performance.
- Qualifications: Experience in helpdesk management within facilities management or healthcare is essential.
The predicted salary is between 50000 - 50000 £ per year.
Salary: Up to £50,000 per annum + Performance Related Bonus
Hours: 40 hours per week, Monday to Friday, 8am to 5pm
Location: Warrington
Benefits: 25 days Annual Leave + Bank Holidays, Life Assurance Scheme, Company Pension Scheme, Employee Assistance Programme.
Kudos Services is a well established facilities management provider delivering services across 35 NHS LIFT buildings throughout the North West and London. We are seeking an experienced and proactive Helpdesk Manager to lead our helpdesk function, drive operational performance and ensure the effective delivery of maintenance services across our healthcare portfolio.
Key Requirements
- Experience managing a helpdesk function within a facilities management, healthcare, PPP/PFI or similarly complex operational environment.
- Strong knowledge of CAFM systems, ideally Concept, with experience maintaining accurate data, reporting and performance management.
- Proven ability to manage reactive, planned and project maintenance activities while ensuring compliance with contractual obligations, SLAs and KPIs.
- Excellent leadership, communication and stakeholder management skills with the ability to develop high performing teams.
- Organised, resilient and solutions-focused, with strong attention to detail and a commitment to continuous improvement.
About the Role
Reporting to the Contract Manager and working closely with the Operations team, the Helpdesk Manager will be responsible for the day-to-day leadership of the helpdesk function, ensuring all reactive, planned and project maintenance activities are effectively coordinated and delivered. You will oversee the management of the CAFM system, ensuring data integrity, accurate reporting and compliance with contractual requirements. Working collaboratively with operational teams, clients and supply chain partners, you will help drive service performance, monitor compliance and support the achievement of key contractual KPIs and service standards. The role will also have responsibility for improving helpdesk processes and procedures, supporting system development and ensuring a consistent and customer focused approach across the team. In addition, you will oversee the production of contractual reports, performance data and compliance information, providing meaningful insight to support operational decision making. As a people leader, you will mentor, develop and support your team through regular one to one meetings, performance management and training initiatives, creating a positive and high performing working environment.
About You
We are looking for a resilient and solutions focused operational leader with experience working within PFI/PPP, Healthcare FM, NHS LIFT, or similarly complex contracted facilities management environments. You thrive in fast paced settings, are passionate about delivering excellent customer service, and have a proven track record of leading teams, managing competing priorities, and driving continuous improvement to deliver against contractual obligations. You will have a strong understanding of facilities management operations and recognise the importance of accurate data, contractual compliance, and responsive service delivery in supporting healthcare environments. Confident and adaptable, you will be comfortable making decisions, solving problems, and implementing improvements while building and maintaining strong relationships with stakeholders at all levels.
Experience of managing or developing a helpdesk function within a facilities management environment is essential. Experience of mobilising helpdesk services, implementing new CAFM systems and processes, or designing and delivering training programmes would be advantageous.
With a proactive approach, strong attention to detail, and a passion for people development, you will be committed to improving processes, enhancing team performance, and delivering outstanding service across a complex healthcare estate.
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
1st stage Interview via Teams/In person
2nd stage Interview Via Teams/In person with Kudos CEO & Head of HR
As part of this interview process, you will be required to complete a profiling assessment.
Helpdesk Manager in Westbrook employer: Kudos-Services
Kudos is an exceptional employer, offering a dynamic work environment where innovation meets dedication in the healthcare sector. With a strong focus on employee growth and development, we provide comprehensive training and career advancement opportunities, all while ensuring a supportive and collaborative culture. Working in the vibrant London area, our Multi-Skilled Engineers enjoy competitive benefits and the chance to make a meaningful impact across our diverse portfolio of healthcare facilities.
StudySmarter Expert Advice🤫
We think this is how you could land Helpdesk Manager in Westbrook
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Kudos-Services. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Kudos-Services before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Helpdesk Manager in Westbrook
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Kudos-Services:Your cover letter is your chance to shine! Tell us why you want to work at Kudos-Services specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Kudos-Services!
How to prepare for a job interview at Kudos-Services
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
