If you are interested in applying for this job, please make sure you meet the following requirements as listed below.
FM Helpdesk Manager Bristol Based 40 hours per week Great Benefits
Are you working within the Facilities Management sector on the Helpdesk and looking for a new role / step into Management. Thrive SW are supporting a rapidly growing Facilities Services business based in Bristol that are recruiting for a new Helpdesk Manager,
The Helpdesk Manager is responsible for leading and managing the Helpdesk function, ensuring the delivery of efficient, responsive, and high-quality technical support to all users. The role oversees the day-to-day operation of the Helpdesk, manages service performance against agreed SLAs, drives continuous improvement in processes, systems, and customer experience, and leads, coaches, and develops the support team to ensure the effective prioritisation and resolution of incidents and service requests.
Main Duties:
Leadership, Team Management & Development
- Lead, mentor and manage in-hours and out-of-hours Helpdesk teams, setting clear objectives, responsibilities, KPIs, SLAs and performance standards to deliver consistently high operational performance and customer service.
- Monitor individual and team performance, conducting regular one-to-ones, appraisals and quality audits providing constructive feedback.
- Identify training and competency gaps, developing Helpdesk Administrators' confidence, decision-making, ownership and problem-solving skills while reducing unnecessary escalation.
- Promote a strong culture of accountability and ownership, ensuring Administrators manage jobs from receipt through to satisfactory completion while maintaining consistent processes and service standards.
- Manage workloads, staffing levels, holiday cover and out-of-hours resource, reallocating responsibilities as required to maintain service levels and operational continuity. xgikmsk
- Lead regular team meetings and cross-functional collaboration with Contract Managers, engineers, Finance and other operational teams to address issues, review client feedback and drive continuous improvement.
- Lead by example, recognising strong performance and addressing underperformance fairly and promptly, whil Please click on the apply button to read the full job description
FM Helpdesk Manager in Bristol employer: ThriveSW
Join a leading National Facilities Management Company as a Mobile Maintenance Electrician, where you will enjoy a supportive work culture that prioritises your well-being and professional growth. With competitive salaries, ample overtime opportunities, and a commitment to work-life balance, this role offers not just a job, but a rewarding career path in the thriving areas of Oxford, Berkshire, and beyond. Experience a workplace that values safety, teamwork, and continuous development, making it an excellent choice for skilled electricians seeking meaningful employment.
