Helpdesk Manager

Branta Recruitment Ltd; Cramlington; On-site; GBP 42,000 - 56,000; Full time

Job summary

Branta Recruitment Ltd. seeks a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk and own end-to-end maintenance workflows for clients.

You will direct a high-performing team, manage service escalations, monitor KPIs, and optimize our CAFM system to ensure tasks meet contractual SLAs. Strong leadership and stakeholder communication are essential.

Qualifications

• Experience managing a helpdesk or customer service team.
• Experience in Facilities Management or Property Services preferred.
• Strong reporting and data interpretation skills.
• Comfortable addressing senior stakeholders and translating data into reports.

Responsibilities

• Team Leadership: Direct, motivate, and coach the helpdesk team with clear performance targets.
• SLA & KPI Compliance: Monitor reactive and PPM tasks and drive improvements.
• CAFM System Ownership: Ensure data integrity, audits, upgrades, and staff training.
• Escalation & Client Care: Resolve complex complaints and maintain client relationships.

Skills

Management experience

Stakeholder communication

Leadership

Tools

CAFM

IWMS

CRM data systems

Excel

Job description

We are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.

You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.

Key Responsibilities

• Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.
• SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.
• CAFM System Ownership: Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.
• Escalation & Client Care: Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.
• Financial Administration: Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.

Person Specification

• Management Experience: Proven track record managing a helpdesk, customer service team, or busy office—ideally within Facilities Management or Property Services.
• Software Competency: Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).
• Contractual Awareness: Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.
• Communication & Leadership: Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.

Desirable Criteria

• Previous experience within a commercial property management or building services environment.
• Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.