Helpdesk Manager

Fraser Edwards are recruiting on behalf of a well-established Facilities Management company for an experienced Helpdesk Manager to lead and develop their helpdesk operation.

This is a senior role suited to a highly professional individual with a strong technical Facilities Management background and proven experience managing teams within a fast-paced helpdesk environment.

The Role

The Helpdesk Manager will take full responsibility for the day-to-day running of the helpdesk function, including out-of-hours support, while working closely with Contract Managers and Facilities Maintenance Managers to ensure all services are delivered in line with agreed SLAs and KPIs.

You will play a key role in maintaining strong client relationships, improving service delivery, and supporting contract performance across a variety of properties covering planned and reactive works.

Duties:

• Manage the day-to-day helpdesk operation, including the Out of Hours function
• Lead, support and develop the helpdesk team, including conducting appraisals
• Ensure suitable staff cover during absences
• Monitor and maintain KPIs at 95% or above across all contracts
• Run weekly SLA reports and analyse performance data
• Generate contractor reports in collaboration with the Facilities Maintenance Manager
• Attend monthly client meetings alongside Contract Managers
• Support the quotation process and assist with contract administration
• Liaise with Contract Managers to ensure efficient helpdesk performance
• Ensure all works comply with statutory, contractual and company requirements
• Maintain high levels of customer satisfaction
• Promote collaboration across operational and business units
• Ensure adherence to all HSQE legislation, policies and guidelines

The role requires travel 2 3 days per month to client sites in Shenfield, Chelmsford, Colchester and Braintree to strengthen working relationships and support contract delivery.

The Ideal Candidate

• Proven experience managing a helpdesk within Facilities Management
• Strong technical FM background covering planned and reactive maintenance
• Demonstrable experience achieving and reporting on KPIs and SLAs
• Experience producing reports and presenting statistical data to clients
• Confident communicator with the ability to engage at all levels
• Strong leadership skills with experience managing and developing teams
• Ability to prioritise and manage a varied workload
• Professional, proactive and client-focused approach

Role Details:

• Monday to Friday
• 40 hours per week
• Office-based role
• Free on-site parking
• Career progression opportunities