Help desk Manager

Pareto Facilities Management Ltd; Nottingham; On-site; GBP 42,000 - 62,000; Full time

Job summary

Pareto FM Group seeks an experienced Senior FM Helpdesk to support a multi-site portfolio. You will lead the helpdesk, ensure accurate CAFM records, coordinate maintenance requests and oversee contract administration and financial processes.

You’ll guide a Helpdesk Coordinator, drive service quality, reporting accuracy and operational performance across sites in the UK and Ireland. Nottingham-based with occasional travel.

Qualifications

• FM helpdesk or service coordination experience, including supervising others.
• Excellent customer service and stakeholder management.
• Experience with CAFM systems (Simpro or Planon).
• Experience with purchase orders, goods receipting, invoicing or cost reconciliations.
• Understanding of planned maintenance, compliance and asset management.

Responsibilities

• Lead the helpdesk by logging and triaging calls and emails.
• Dispatch work and update requesters until resolution.
• Lead and develop a Helpdesk Coordinator.
• Maintain CAFM data accuracy with Technical Services Manager.
• Produce weekly and monthly performance reports and KPIs.
• Manage quotes, approvals and purchase orders.
• Process goods receipt, reconcile costs and issue invoices.

Skills

Customer service

Team supervision

Data entry accuracy

Excel proficiency

Tools

Simpro

Planon

Sage Intacct

Job description

The opportunity

We're looking for an experienced Senior FM Helpdesk to join Pareto FM, supporting our facilities management services for Experian, a leading global data and technology company.

This is an excellent opportunity for someone with a strong background in FM helpdesk operations and contract administration who is ready to take greater ownership and responsibility.

Supporting a portfolio of six sites across the UK and Ireland, you'll oversee the day-to-day running of the FM helpdesk, maintain accurate CAFM records, coordinate planned and reactive maintenance requests, and ensure contract administration and financial processes run smoothly.

You'll also provide day-to-day guidance and support to a Helpdesk Coordinator, helping to maintain high standards of customer service, reporting accuracy and operational performance.

About Pareto FM Group

Pareto FM Group is a leading facilities management partner for businesses across the UK, delivering forward-thinking technical services that keep workplaces safe, efficient and performing at their best. We're building a business recognised for technical expertise, high standards and genuine care, powered by people whose knowledge, ideas and commitment shape how we work.

We value the contribution every colleague makes and create opportunities for our people to have an impact, develop their expertise and help shape the future of our business.

What you'll do

• Lead the helpdesk, answering, triaging and logging every call and email
• Dispatch work and keep requesters updated until it's resolved
• Lead and develop a Helpdesk Coordinator
• Keep CAFM data accurate, working closely with our Technical Services Manager
• Produce weekly and monthly performance reports and KPI evidence
• Manage quotes, approvals and purchase orders
• Goods receipt completed works, reconcile costs and issue monthly invoices

What you'll bring

• Experience in an FM helpdesk, contact centre or service coordination role, including supervising others
• Excellent customer service skills: asking the right questions, managing expectations and calming difficult conversations
• Daily experience of a CAFM system, such as Simpro or Planon
• Experience of purchase orders, goods receipting, invoicing or reconciliations
• An understanding of planned maintenance, compliance and asset management principles
• Strong Excel skills and accuracy with numbers

It would be great if you also have experience of Simpro and Sage Intacct, a customer service qualification, or AAT or IWFM Level 3.

How you'll work

You'll be based on site in Nottingham, with occasional travel to other sites. Our out-of-hours helpdesk covers evenings and weekends, so your hours are predictable – with some extra focus at month end.

What we offer

List only benefits confirmed for this role, e.g. pension, holiday, car or allowance, training, career progression.

Our commitment to inclusion

Pareto FM Group is an equal opportunities employer. We welcome applications from everyone, regardless of background, and value the different perspectives people bring. If you need any adjustments during the recruitment process, just let us know.