Helpdesk Manager

Helpdesk Manager

• Location:
  
  Preston
• Job Type: Full-time
• Salary: £42,000

We are seeking a Helpdesk Manager to provide leadership, guidance, and performance management to a Facilities Helpdesk Team. This role involves managing and monitoring reactive, remedial, and planned tasks across our diverse portfolio, ensuring adherence to contractual SLA's/KPI's and supporting the wider business objectives.

Day-to-day of the role:

• Manage the reactive task logging process, ensuring SLA/KPI adherence and considering financial and logistical implications.
• Oversee the jeopardy management process to mitigate performance failure points, financial deductions, and business risks.
• Take responsibility for high-risk tasks and escalate where necessary.
• Maintain a strong understanding of contractual risks and organise the Helpdesk team to minimise these while delivering exceptional customer service.
• Ensure PPMs & scheduled tasks are issued as required and manage escalations or issues relating to asset management and planned tasks.
• Promote collaborative working across operational teams and supply chain.
• Manage the Helpdesk team to deliver monthly client contractual reports within SLA.
• Continuously improve Helpdesk processes to enhance customer experience and efficiency.
• Provide leadership and line management to the Helpdesk team, including training and development.

Required Skills & Qualifications:

• Minimum 3 years' supervisory/management experience within the Facilities Management sector.
• Strong understanding of reactive, remedial, and planned service streams.
• Experience with PFI/LIFT/BSF contract obligations.
• Proficient in CAFM systems and MS applications.
• Exceptional customer service, communication, planning, and organisational skills.
• High accuracy and attention to detail, comfortable in a high-pressured environment.
• Self-motivated, organised, and methodical with a proactive "can do" approach.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and training.
• Dynamic and supportive work environment.

To apply for the Helpdesk Team Leader position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.