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- Tasks: Lead a dynamic helpdesk team and manage contract performance with a focus on service excellence.
- Company: Join a forward-thinking company dedicated to operational efficiency and client satisfaction.
- Benefits: Enjoy a competitive salary, potential for remote work, and opportunities for professional growth.
- Why this job: Be part of a vibrant culture that values innovation and teamwork while making a real impact.
- Qualifications: Experience in FM Helpdesk operations and strong health & safety knowledge are essential.
- Other info: This role involves occasional travel and offers a chance to develop leadership skills.
The predicted salary is between 32000 - 48000 £ per year.
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Location: Longcross (Chertsey/Weybridge/Staines/Bagshot/Feltham) with occasional travel to Uxbridge
Hours: 40 hours a week
Salary: Up to £40,000
Role Type: Permanent
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 to include but not limited to:
- 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 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.
- Strong IT skills including Microsoft Office
- Excellent telephone and email manner, with solid communication and interpersonal skills
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Helpdesk Manager employer: Pareto Facilities Management
Contact Detail:
Pareto Facilities Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the CAFM systems commonly used in the industry. Understanding how to manage and optimise these systems will give you a significant edge during interviews, as it shows your proactive approach to the role.
✨Tip Number 2
Brush up on your knowledge of health and safety regulations, particularly RAMS and PTW. Being able to discuss these topics confidently will demonstrate your expertise and commitment to maintaining high standards in the workplace.
✨Tip Number 3
Prepare examples of how you've successfully managed helpdesk teams or operations in the past. Highlighting your leadership skills and ability to improve service delivery will resonate well with us during the selection process.
✨Tip Number 4
Network with professionals in the facilities management sector. Engaging with others in the field can provide valuable insights and potentially lead to referrals, increasing your chances of landing the job with us.
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 helpdesk management and contract oversight. Use specific examples that demonstrate your ability to manage multiple priorities and lead a team effectively.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your previous experience in facilities management and your strong knowledge of health and safety regulations, including RAMS and PTW.
Showcase Your IT Skills: Since strong IT skills are essential for this role, mention your proficiency with Microsoft Office and any experience you have with CAFM systems. Provide examples of how you've used technology to improve helpdesk operations.
Prepare for Potential Questions: Think about common interview questions related to helpdesk management and contract oversight. Be ready to discuss how you've handled escalations, managed subcontractors, and ensured compliance with health and safety standards.
How to prepare for a job interview at Pareto Facilities Management
✨Showcase Your Helpdesk Experience
Make sure to highlight your previous experience in helpdesk or operations management. Discuss specific examples where you successfully managed a team or improved service delivery, as this will demonstrate your capability for the role.
✨Demonstrate Knowledge of Health & Safety
Since strong health and safety knowledge is crucial for this position, be prepared to discuss your understanding of RAMS and PTW. Share any relevant experiences where you ensured compliance with health and safety standards.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle multiple priorities. Prepare scenarios from your past work where you effectively managed escalations or improved processes, as this will showcase your proactive approach.
✨Emphasise Communication Skills
Given the importance of building relationships with clients and stakeholders, be ready to discuss how you communicate effectively. Provide examples of how you've maintained strong relationships in previous roles, especially in challenging situations.
