Facilities Helpdesk Lead - Manchester, M3 2LF

Apleona HSG Facility Management; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A facilities management service provider in Manchester is seeking a Facilities Helpdesk Lead to oversee the operations of the Helpdesk. The role involves leading a team, managing incoming queries, and ensuring service delivery meets compliance and standards. Candidates should have strong leadership and communication skills, experience with CAFM systems, and the ability to manage competing priorities in a dynamic environment. This position offers a salary of £30,000 per annum and benefits such as annual leave and employee discounts.

Benefits

25 days annual leave plus bank holidays

Employee discounts via Perkbox

Cycle to work scheme

Access to a virtual GP

Access to a health & wellbeing app

Training opportunities provided

Qualifications

• Experience in a high-demanding industry.
• Proactive, reliable, and adaptable.
• Professional and customer-focused.

Responsibilities

• Lead and support the Helpdesk team, ensuring efficient operations.
• Allocate and arrange call outs.
• Serve as first point of escalation for service requests.

Skills

Good verbal and written communication

Strong leadership skills

Problem-solving abilities

Experience in Microsoft applications

Ability to manage competing priorities

Experience with CAFM systems

Tools

CAFM systems (Vantify, Navision)

Job description

Facilities Helpdesk Lead

Location – Based in the Manchester office (M3 2LF)

Hours – Monday to Friday, 8am to 5pm

Benefits Include

• Salary – £30,000.00 per annum
• 25 days annual leave plus bank holidays
• Employee discounts via Perkbox
• Cycle to work scheme
• Access to a virtual GP
• Access to a health & wellbeing app
• Training opportunities provided by Apleona

We are currently seeking a Facilities Helpdesk Lead to oversee, manage and support the operations of the company’s central Helpdesk. Your role will include conducting regular support and attention to the two individuals within the team. You will regularly liaise with engineers, contract managers, clients and suppliers to ensure the team is working towards meeting SLAs and effectively completing all operational duties.

As the Facilities Helpdesk Lead, you will be the first point of contact for incoming calls and the delegator for emails within the shared inbox. You will be managing the daily workflow of incoming queries ensuring emails are delegated to the relevant individual and acting on potential escalated issues when required.

The Facilities Helpdesk Lead will place callouts, be responsible for raising POs / work orders, dealing with job sheets, work on and manage performance scores on the CAFM systems and mentor your team to always strive for business continuity throughout the portfolio.

Key Responsibilities of the Facilities Helpdesk Lead

• Lead, mentor, and support the Helpdesk team, ensuring efficient daily operations.
• Allocate and arrange attendances for all call outs that are received through the inbox and over the phone.
• Delegate all queries that are received within the shared inbox and over the phone ensuring tasks are assigned correctly.
• Communicate with engineers, on-site teams, contract managers, clients, subcontractors to ensure service delivery is to the best standard.
• Deal with job reports and ensure they are to the best standards meeting compliance and client expectations.
• Allocate and monitor workload, ensuring timely handling of all requests.
• Build strong working relationships with key operational stakeholders.
• Work towards required SLAs.
• Complete weekly performance reviews based on CAFM System performance scores.
• Attend monthly performance reviews with the Contract Supports.
• Conduct regular catch-ups and performance reviews for Helpdesk individuals.
• Serve as first point of escalation for complex service requests and customer issues.
• Cover other roles within the Helpdesk Team in the event of Annual Leave or Sickness.

Required Skills & Competencies

• Good verbal and written communication and numerology skills
• Experience in using all Microsoft applications
• Strong leadership and team-coordination skills
• Problem-solving and decision-making capabilities
• Professional and customer-focused
• Proactive, reliable, and adaptable
• Strong team spirit and supportive leadership style
• Ability to effectively manage competing priorities.
• Commitment to continuous improvement and efficiency
• Experience in dealing with a high-demanding industry
• Ability to work under pressure and manage multi-tasking duties
• Experience in working on CAFM systems – desirably Vantify and Navision
• Understanding of FM operations

Apleona deliver facilities management services toa client base that extends across 520 UK operational sites, we employ over 1800 talented people to deliver service solutions that work for our clients. Our culture is fast paced, challenging and above all, friendly and we are looking for you to join us!

Apleona is an equal opportunities employer, and we are committed to recruit a diverse and inclusive workforce. We base all our employment decisions on merit, job requirements and business needs. Don’t miss this opportunity, apply now!