Helpdesk Manager

Location: Backworth

About the Role

We are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.

You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.

Key Responsibilities

* Team Leadership:
Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.

* SLA & KPI Compliance:
Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.

* CAFM System Ownership:
Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.

* Escalation & Client Care:
Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.

* Financial Administration:
Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.

Person Specification

* Management

Experience:

Proven track record managing a helpdesk, customer service team, or busy office—ideally within Facilities Management or Property Services.

* Software

Competency:

Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).

* Contractual Awareness:
Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.

* Communication & Leadership:
Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.

Desirable Criteria:

* Previous experience within a commercial property management or building services environment.

* Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.

If you are an experienced Helpdesk Manager with facilities management & maintenance experience apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation