Helpdesk Manager

Coleman James; Ashington; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working - 1 day per week from 2

Senior management role reporting toCEO

Job summary

Coleman James is seeking an experienced Senior Helpdesk Manager to oversee the day-to-day operations of a busy facilities maintenance helpdesk. The role involves coordinating reactive and planned maintenance, allocating engineer workloads, and ensuring timely, quality completion of client work orders.

The position offers hybrid working (1 day per week from home) and a senior management trajectory reporting directly to the CEO, with a focus on improving service delivery and client satisfaction.

Qualifications

• Experience in a senior helpdesk management role within facilities management or maintenance.
• Strong ability to coordinate reactive and planned maintenance and engineer workloads.
• Proven track record of managing high volumes of work orders with accuracy and service standards.
• Experience using CAFM or similar maintenance/job management software.
• Excellent organisational and communication skills.

Responsibilities

• Managing and overseeing daily operations of the maintenance helpdesk; client work orders logged, prioritized and progressed.
• Allocating responsibilities, monitoring performance and ensuring accountability.
• Coordinating reactive and planned maintenance works; engineer allocation, scheduling, access arrangements and progression.
• Ensuring engineers are followed up on attendance and post-work follow-ups for out-of-hours work.
• Liaising with clients and site representatives to confirm completion before closing jobs.
• Planning and grouping works geographically to minimize travel time and costs.
• Managing escalations, urgent maintenance requests, complaints and outstanding works.
• Maintaining records and monitoring progress using CAFM and maintenance systems.
• Ensuring effective communication between clients, engineers, subcontractors and internal teams.

Skills

Helpdesk management

Facilities management

Operations coordination

Microsoft Excel

Communication

Problem solving

Tools

CAFM systems

Maintenance software

Job description

A leading Facilities Management company is seeking an experienced Senior Helpdesk Manager to join their team on a full-time, permanent basis.

The successful candidate will be responsible for overseeing the day-to-day operations of a busy Facilities Management and Maintenance Helpdesk, ensuring all reactive and planned maintenance work orders are efficiently coordinated from initial instruction through to satisfactory completion.

Responsibilities

• Managing and overseeing the daily operations of the maintenance helpdesk, ensuring all client work orders are accurately logged, prioritised and progressed efficiently.
• Allocating responsibilities, monitoring performance and ensuring accountability.
• Coordinating reactive and planned maintenance works, including engineer allocation, scheduling, access arrangements and job progression.
• Ensuring engineers are followed up on the day of attendance, including next-morning follow-ups for out-of-hours works.
• Liaising directly with clients and site representatives to confirm satisfactory completion of maintenance works before closing jobs.
• Planning and scheduling engineers efficiently, grouping works geographically wherever practical to minimise travel time and operational costs.
• Managing escalations, urgent maintenance requests, client complaints and outstanding works to ensure timely resolution.
• Maintaining accurate records and monitoring job progress using CAFM and maintenance management systems.
• Ensuring effective communication between clients, engineers, subcontractors and internal departments.

Requirements

• Previous experience in a Helpdesk Manager, Senior Helpdesk Supervisor, Service Desk Manager or similar management role within Facilities Management or Maintenance.
• Strong experience coordinating reactive maintenance, planned preventative maintenance (PPM) and engineer workloads.
• Experience managing high volumes of maintenance work orders while maintaining accuracy and service standards.
• Experience using CAFM systems or similar maintenance and job management software.
• Excellent organisational, communication and problem-solving skills.
• Ability to prioritise competing workloads, meet deadlines and work effectively under pressure.
• Strong IT skills, including Microsoft Excel, Outlook and maintenance management systems.
• Ability to work independently, take ownership of operational issues and report effectively to senior management.

What's on Offer

• Competitive salary
• Hybrid working - 1 day per week working from home
• Senior management role reporting directly to the CEO.
• Key role in improving operational efficiency, service delivery and client satisfaction.

This is a permanent position, and Coleman James are acting as an Employment Agency