Helpdesk Manager

Kudos-Services; Burtonwood; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave

Life Assurance

Company pension

Employee assistance programme

Job summary

Kudos Services is seeking an experienced Helpdesk Manager to lead the helpdesk function across healthcare facilities. You will drive operational performance, oversee CAFM data integrity, and ensure compliance with SLAs and KPIs while collaborating with clients and partners in the NHS and private estates.

You will manage a busy team, implement continuous improvements, and report on contractual performance, delivering a customer-focused service across a complex healthcare estate.

Qualifications

• Experience leading a helpdesk within facilities management, healthcare, PPP/PFI or similar complex environments.
• Strong CAFM experience, ideally Concept, with data accuracy, reporting and performance management.
• Proven ability to manage reactive, planned and project maintenance while meeting SLAs and KPIs.
• Excellent leadership, communication and stakeholder management skills.
• Organised, resilient and focused on continuous improvement.

Responsibilities

• Lead daily operations of the helpdesk and coordinate reactive, planned and project maintenance.
• Oversee CAFM data integrity, reporting and contractual compliance.
• Drive service performance, monitor KPIs and collaborate with clients and supply chain partners.
• Mentor and develop the helpdesk team, implementing training and performance reviews.
• Improve helpdesk processes and support system development.

Skills

Helpdesk leadership

Facilities management

CAFM systems

Data reporting

Stakeholder management

Team development

Tools

Concept CAFM

Job description

• Salary:Up to £50,000 per annum + Performance Related Bonus

• Hours:40 hours per week, Monday to Friday, 8am to 5pm

• Location:Warrington

• Benefits:25 days Annual Leave + Bank Holidays, Life Assurance Scheme, Company Pension Scheme, Employee Assistance Programme.

Kudos Services is a well established facilities management provider delivering services across 35 NHS LIFT buildings throughout the North West and London. We are seeking an experienced and proactive Helpdesk Manager to lead our helpdesk function, drive operational performance and ensure the effective delivery of maintenance services across our healthcare portfolio.

Key Requirements

• Experience managing a helpdesk function within a facilities management, healthcare, PPP/PFI or similarly complex operational environment.
• Strong knowledge of CAFM systems, ideally Concept, with experience maintaining accurate data, reporting and performance management.
• Proven ability to manage reactive, planned and project maintenance activities while ensuring compliance with contractual obligations, SLAs and KPIs.
• Excellent leadership, communication and stakeholder management skills with the ability to develop high performing teams.
• Organised, resilient and solutions-focused, with strong attention to detail and a commitment to continuous improvement.

About the Role

Reporting to the Contract Manager and working closely with the Operations team, the Helpdesk Manager will be responsible for the day-to-day leadership of the helpdesk function, ensuring all reactive, planned and project maintenance activities are effectively coordinated and delivered.

You will oversee the management of the CAFM system, ensuring data integrity, accurate reporting and compliance with contractual requirements. Working collaboratively with operational teams, clients and supply chain partners, you will help drive service performance, monitor compliance and support the achievement of key contractual KPIs and service standards. The role will also have responsibility for improving helpdesk processes and procedures, supporting system development and ensuring a consistent and customer focused approach across the team.

In addition, you will oversee the production of contractual reports, performance data and compliance information, providing meaningful insight to support operational decision making. As a people leader, you will mentor, develop and support your team through regular one to one meetings, performance management and training initiatives, creating a positive and high performing working environment.

About You

We are looking for a resilient and solutions focused operational leader with experience working within PFI/PPP, Healthcare FM, NHS LIFT, or similarly complex contracted facilities management environments. You thrive in fast paced settings, are passionate about delivering excellent customer service, and have a proven track record of leading teams, managing competing priorities, and driving continuous improvement to deliver against contractual obligations.

You will have a strong understanding of facilities management operations and recognise the importance of accurate data, contractual compliance, and responsive service delivery in supporting healthcare environments. Confident and adaptable, you will be comfortable making decisions, solving problems, and implementing improvements while building and maintaining strong relationships with stakeholders at all levels.

Experience of managing or developing a helpdesk function within a facilities management environment is essential. Experience of mobilising helpdesk services, implementing new CAFM systems and processes, or designing and delivering training programmes would be advantageous.

With a proactive approach, strong attention to detail, and a passion for people development, you will be committed to improving processes, enhancing team performance, and delivering outstanding service across a complex healthcare estate.

Our Values:

• Supportive- We embrace partnership working
• Ethical- We act with integrity
• Innovative- We take ownership for understanding and improving Kudos.
• Ambitious- We continually strive to deliver the best possible service.
• Passionate- We are proud of the part we play in Kudos & the services we deliver.