Helpdesk Manager

TN United Kingdom; Greater London; On-site; GBP 40,000; Full time

Job summary

An established industry player is seeking a proactive Helpdesk Manager to lead a dynamic team in delivering exceptional service. This role is pivotal in managing the operational delivery of contracts, ensuring compliance with health and safety standards, and optimizing processes for efficiency. The ideal candidate will possess strong contracts management experience and a solid understanding of FM operations. Join a supportive environment where your leadership skills will shine and contribute to continuous improvement initiatives that enhance service quality. This is a fantastic opportunity to grow within a forward-thinking organization while making a significant impact.

Qualifications

• Experience in contracts management and oversight.
• Strong administrative and communication skills essential.

Responsibilities

• Manage CAFM system and oversee Helpdesk services.
• Ensure compliance with health & safety standards.

Skills

Contracts Management

FM Helpdesk Operations

Health & Safety Knowledge

Administration

Communication Skills

Tools

Microsoft Office

CAFM System

Job description

Helpdesk Manager - FM Service Provider - Longcross, Surrey - Up to £40k per annum

CBW is currently recruiting for a Helpdesk Manager seeking a new challenge. Our key client is looking for a hardworking, ambitious individual to join their team and grow within the company.

Hours of Work:

• Monday to Friday
• 8am to 5pm
• 40 hours a week
• Office based
• Occasional travel to Uxbridge

We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of the contract, managing an efficient and client-focused helpdesk function. This role involves contract oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure reactive and planned works are delivered to high standards. Knowledge of contracts management, including RAMS and PTW, is essential.

Responsibilities:

1. Manage the CAFM system—creating and uploading PPM planners, facilitating changes to PPM tasks, and approving external changes.
2. Take full ownership of Helpdesk services, including monitoring open/paused jobs, allocating PPM tasks, and liaising with engineers/subcontractors for updates.
3. Ensure all activities comply with company policies, health & safety standards, and industry regulations.
4. Maintain system data integrity for assets, PPM schedules, reactive jobs, and documentation.
5. Manage subcontractors, including booking works, uploading paperwork, and verifying RAMs.
6. Line manage the Helpdesk Team, including setting objectives, performance management, and development.
7. Monitor the Facilities Helpdesk email inbox.
8. Raise purchase orders and process orders as required.
9. Review H&S documentation, including risk assessments and contractor RAMS, and address issues.
10. Review and act on remedial works from subcontractor service sheets.
11. Handle escalations related to subcontractors' paperwork/certificates.
12. Assist the Account Manager with report creation and client meetings.
13. Cover team absence and leave as needed.
14. Lead continuous improvement initiatives to optimize Helpdesk and CAFM processes, enhancing efficiency and service quality.
15. Ensure service delivery aligns with KPIs and SLAs, addressing performance issues proactively.
16. Build and maintain strong relationships with clients, suppliers, and internal stakeholders, serving as a key contact for operational delivery.

Key Requirements:

• Previous contracts management experience
• Administrative experience
• FM Helpdesk/Operations experience
• Strong H&S knowledge, including IOSH managing safely, RAMS, and PTW
• Experience overseeing contractors
• Ability to manage multiple priorities in a fast-paced environment
• Strong administration skills
• Proficient in Microsoft Office
• Excellent communication skills, both telephone and email
• Attention to detail