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- Tasks: Lead a 24/7 helpdesk team, managing maintenance requests and ensuring high service levels.
- Company: Join Vinci, a top facilities management company with a focus on excellence.
- Benefits: Enjoy flexible working patterns and a competitive salary with a car allowance.
- Why this job: Experience a dynamic environment with strong career growth and a supportive team culture.
- Qualifications: Proven experience in managing a customer service team and excellent leadership skills required.
- Other info: Flexibility in working hours is essential, including evenings and weekends.
The predicted salary is between 43000 - 77000 £ per year.
Permanent | Full-time
Salary: £50,000 - £55,000 + Car Allowance
Location: Denton, M34 2GP (flexible working pattern, however, preference is for daily visibility)
Vinci is hiring an experienced Facilities Helpdesk Manager to lead a 24/7, 365-days-a-year helpdesk operation in Denton. This is a crucial role ensuring the smooth and efficient coordination of reactive and planned maintenance requests for multiple nationwide retail and commercial clients.
You will lead and manage the helpdesk team (30 operators), ensuring efficiency and high service levels while overseeing daily operations such as call handling, ticketing, and issue resolution. Acting as the main escalation point, you will drive process improvements to enhance performance and customer satisfaction. You will monitor KPIs, generate performance reports, and collaborate with other departments to optimise service delivery.
To effectively manage the team, you’ll need flexibility in your working hours, including occasional evenings, nights, and weekends, as the helpdesk operates around the clock.
What We’re Looking For
- Experience managing a 24/7 helpdesk or customer service team (up to 30 people) within facilities management or a service industry
- Strong leadership and people management skills, with the ability to engage with staff across different shifts
- Excellent communication and organisational abilities
- Ability to analyse data, track performance, and drive improvements
- Experience with CAFM systems is desirable but not essential
- A flexible approach to working, including spending time with the out-of-hours team as required
Why Join Us?
- Be part of a leading facilities management company with strong career growth opportunities
- A dynamic and fast-paced environment where no two days are the same
- Work with a supportive team dedicated to delivering excellence
Apply today! If you have the skills and experience to excel in this role, we’d love to hear from you.
Facilities Helpdesk Manager employer: VINCI
Contact Detail:
VINCI Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Facilities Helpdesk Manager
✨Tip Number 1
Familiarise yourself with the specific challenges of managing a 24/7 helpdesk. Research common issues faced in facilities management and think about how you would address them. This will help you demonstrate your understanding of the role during any discussions.
✨Tip Number 2
Network with professionals in the facilities management sector. Attend industry events or join relevant online forums to connect with others who have experience in helpdesk management. This can provide you with insights and potentially valuable referrals.
✨Tip Number 3
Prepare to discuss your leadership style and how you engage with team members across different shifts. Think of examples from your past experiences where you successfully managed a diverse team and improved service levels.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you track performance metrics and drive improvements. Consider bringing examples of KPIs you've monitored in previous roles and how they led to enhanced customer satisfaction.
We think you need these skills to ace Facilities Helpdesk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing a helpdesk or customer service team, especially in facilities management. Use specific examples that demonstrate your leadership skills and ability to handle a 24/7 operation.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the Facilities Helpdesk Manager role. Emphasise your experience with performance monitoring, process improvements, and your flexible approach to working hours.
Highlight Relevant Skills: In your application, clearly outline your communication and organisational abilities. Mention any experience with CAFM systems, even if it's not essential, as it could set you apart from other candidates.
Show Enthusiasm for the Role: Convey your passion for facilities management and your eagerness to contribute to a dynamic team. Mention why you are interested in this specific position at Vinci and how you can add value to their operations.
How to prepare for a job interview at VINCI
✨Showcase Your Leadership Skills
As a Facilities Helpdesk Manager, you'll need to demonstrate strong leadership abilities. Prepare examples of how you've successfully managed teams in the past, particularly in high-pressure environments. Highlight your experience in engaging with staff across different shifts.
✨Understand the Role of a Helpdesk
Familiarise yourself with the specific responsibilities of a helpdesk manager, especially in a 24/7 operation. Be ready to discuss how you would handle call handling, ticketing, and issue resolution, as well as your approach to driving process improvements.
✨Prepare for Data Analysis Questions
Since the role involves monitoring KPIs and generating performance reports, brush up on your data analysis skills. Be prepared to discuss how you've used data to track performance and implement improvements in previous roles.
✨Demonstrate Flexibility and Commitment
Given the nature of the helpdesk operation, it's important to show your willingness to work flexible hours. Share any relevant experiences where you've adapted your schedule to meet operational needs, and express your commitment to being present with the out-of-hours team when necessary.
