Facilities Helpdesk Manager

Thorn Baker Group; Walton-on-Thames; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

Permanent, full-time

Based in Walton-on-Thames

Hybrid work (1 day from home)

Long-term career development

Job summary

Thorn Baker Group in Walton-on-Thames is recruiting a Facilities Helpdesk Manager for a permanent, full-time role. You will lead a team of around 10 across helpdesk, fleet management, IT and wider operational support, ensuring maintenance requests are logged and progressed, KPIs met, and service levels maintained.

The role requires FM background, experience in managing engineers and a proactive approach to improving processes.

Qualifications

• Experience leading FM helpdesk teams or equivalent.
• Strong people management and coaching skills.
• Track record of meeting KPIs and SLAs in service delivery.
• Excellent communication with engineers, clients and internal teams.
• Experience with fleet, IT and facilities support functions.

Responsibilities

• Lead and develop a ~10-person team across multiple support functions.
• Oversee daily FM helpdesk operations.
• Ensure maintenance requests are logged, allocated and progressed.
• Provide information and resources to engineers and ops teams.
• Monitor helpdesk KPIs and SLAs.
• Manage workloads and priorities.
• Oversee fleet management.
• Collaborate with IT and other support teams.
• Ensure effective cross-team communication.
• Identify process improvements.
• Handle escalations and resolve issues swiftly.
• Motivate and develop the team.
• Own the overall support function to deliver high service levels.

Skills

FM helpdesk management

Team leadership

KPIs & SLAs

Stakeholder communication

Problem solving

Tools

Helpdesk software

Job description

New Permanent Opportunity - Facilities Helpdesk Manager - Walton-on-Thames - £50,000-£55,000

Are you an experienced Facilities Management Helpdesk Manager who understands the pressures of supporting engineers, managing reactive and planned maintenance and keeping a busy FM operation running smoothly?

Please note only applications from a Facilities Management/Maintenance background will be considered

Would you like to take ownership of a wider support function rather than simply managing a helpdesk?

We are currently recruiting for a Head of Service which would suit an experienced FM Helpdesk Manager to join an established and growing facilities management business based in Walton-on-Thames.

This is a great opportunity for someone who has a strong understanding of the FM environment and enjoys managing people, processes and multiple areas of responsibility.

You'll be managing a team of around 10 people, with the function covering a variety of areas including helpdesk, fleet management, IT and wider operational support. You'll be responsible for making sure these different functions work effectively together and provide the support the operational teams need.

The role would suit someone who has previously managed a helpdesk or FM support function and understands what is involved in supporting engineers, managing maintenance requests and delivering a high level of service to clients.

This is an office-based position in Walton-on-Thames, Monday to Friday with one day from home.

This role will be starting in December but we are starting the recruitment process now.

What's in it for you?

• £50,000-£55,000 salary


• Permanent, full-time opportunity


• Based in Walton-on-Thames


• Fully office-based


• Manage a team of around 10


• Senior position with responsibility for the wider support function


• Opportunity to make a genuine impact on processes and service delivery


• Work within an established and growing FM business


• Opportunity for long-term career development

Your Role

• Managing and developing a team of around 10 across a number of support functions


• Overseeing the day-to-day running of the FM helpdesk


• Ensuring reactive and planned maintenance requests for engineers are logged, allocated and progressed effectively


• Supporting maintenance engineers and operational teams with the information and resources they need


• Monitoring helpdesk performance, KPIs and SLAs


• Managing workloads, priorities and performance across the team


• Overseeing fleet management and ensuring vehicles and associated requirements are managed effectively


• Working alongside the IT function and wider support teams


• Ensuring communication between the helpdesk, maintenance engineers, management and clients is effective


• Identifying opportunities to improve processes, systems and efficiencies


• Dealing with escalations and ensuring issues are resolved quickly


• Managing, motivating and developing the team


• Taking ownership of the overall support function and ensuring it delivers a high level of service

About You

• Previous experience managing an FM helpdesk


• Strong background within Facilities Management


• Good understanding of engineers, maintenance and the day-to-day demands of an FM operation


• Experience managing reactive and/or planned maintenance


• Previous experience managing a team


• Comfortable managing people across different functions and responsibilities


• Strong understanding of KPIs, SLAs, workloads and service delivery


• Excellent organisational and problem-solving skills


• Confident dealing with escalations and competing priorities


• A strong communicator who can build relationships across the business


• Proactive, hands-on and able to take ownership


• Someone who enjoys improving processes and making a support function work more effectively

This is a really interesting opportunity for an experienced FM Helpdesk Manager who wants to take the next step in their career and have responsibility for more than just the helpdesk.

You need to understand the FM world, engineers, maintenance and helpdesk operations, but also be confident enough to manage a wider team with a variety of responsibilities.

If you're an experienced FM Helpdesk Manager, Helpdesk Manager or FM Support Manager looking for a senior permanent opportunity in Walton-on-Thames paying £50,000-£55,000, we'd love to hear from you.