24/7 Helpdesk & Facilities Operations Manager

UPP; Reading; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

25 days holiday

Pension

Life assurance

Enhanced family leave policy

Training and development days

Cycle to work scheme

Volunteer/personal development days

Job summary

UPP in Reading is seeking a Helpdesk Manager to lead a busy 24/7 service supporting university partners and residents. You will manage a Helpdesk team, oversee recruitment, induction, training, rostering and performance, while ensuring safety and compliance.

As Planon system super user, you will monitor call data, generate reports and liaise with clients. The role requires strong IT and data literacy, with flexibility including some weekend work.

Qualifications

• Experience managing a helpdesk/administration team in a busy service delivery environment.
• Experience leading a 24/7 operation with shift patterns.
• Proven ability to resolve incidents and meet SLAs.
• Familiarity with CAFM systems and data reporting.

Responsibilities

• Lead and supervise the Helpdesk and support staff; recruit, train, roster, and appraise performance.
• Ensure compliance with health and safety and standard operating procedures.
• Maintain Planon database input, issue tickets, monitor reactive and planned maintenance.
• Act as a liaison with University client and sub-contractors; present at meetings.
• Produce daily/weekly/monthly reports and support continuity planning.
• Be available out of hours and weekends as escalation point.

Skills

Helpdesk management

24/7 operation experience

Incident resolution

SLA management

CAFM System knowledge

MS Office proficiency

Data reporting

Education

A-level or equivalent

Degree or HNC/HND

Tools

Planon

SALTO access software

Room Service allocation software

Job description

UPP in Reading is seeking a Helpdesk Manager to lead a busy 24/7 service supporting university partners and residents. You will manage a Helpdesk team, oversee recruitment, induction, training, rostering and performance, while ensuring safety and compliance.

As Planon system super user, you will monitor call data, generate reports and liaise with clients. The role requires strong IT and data literacy, with flexibility including some weekend work.