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