Facilities Helpdesk Manager - Lead Escalations & CAFM

Northumbria Healthcare Nhs Foundation Trust; Seaton Delaval; On-site; GBP 27,000 - 36,000; Full time

Job summary

NHFM has established a trust-wide facilities management helpdesk serving customers and operations teams, acting as the central function for end-to-end workflow across estates and facilities issues. The post holder will oversee day-to-day operations, ensuring timely resolution of requests and leading the helpdesk team.

You will manage and maintain the CAFM system, support users, and contribute to the overall effectiveness of the estates and facilities management function, collaborating with

Responsibilities

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

Job description

NHFM has established a trust-wide facilities management helpdesk serving customers and operations teams, acting as the central function for end-to-end workflow across estates and facilities issues. The post holder will oversee day-to-day operations, ensuring timely resolution of requests and leading the helpdesk team.

You will manage and maintain the CAFM system, support users, and contribute to the overall effectiveness of the estates and facilities management function, collaborating with