Helpdesk Manager

Pareto Facilities Management; London; On-site; GBP 34,000 - 40,000; Full time

Job summary

A leading facilities management company is seeking a proactive Contracts and Helpdesk Manager based in London. This permanent role involves overseeing contract delivery and helpdesk excellence, ensuring compliance with health and safety standards while leading a dedicated team. The ideal candidate should have strong operational experience and exceptional administrative skills, contributing to continuous improvement initiatives.

Qualifications

• Experience in FM Helpdesk/Operations required.
• Administrative experience required.
• Knowledge of contracts management essential.

Responsibilities

• Manage the CAFM system and ownership of Helpdesk services.
• Ensure compliance with health & safety standards.
• Oversee subcontractors and line management of the Helpdesk Team.

Skills

Strong H&S knowledge

Strong IT skills

Excellent communication

Ability to manage multiple priorities

Tools

CAFM system

Microsoft Office

Job description

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Location: Longcross (Chertsey/Weybridge/Staines/Bagshot/Feltham) with occasional travel to Uxbridge

Hours: 40 hours a week

Salary: Up to £40,000

Role Type: Permanent

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

Responsibilities to include but not limited to:

• Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
• Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
• Ensure all activities comply with company policies, health & safety standards, and industry regulations.
• Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
• Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
• Line management of the Helpdesk Team, including objective setting, performance management and development.
• Monitoring the Facilities Helpdesk email inbox.
• Raising purchasing orders and placing orders as required.
• Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
• Review and action remedial works from sub-contractors service sheets.
• Dealing with escalations with subcontractors paperwork/certificate non-submission.
• Assist the Account Manager with creating reports and attending client meetings.
• Cover team absence and annual leave where required.
• Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
• Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
• Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.

Key Requirements:

• Previous administrative experience required
• Previous FM Helpdesk/Operations experience is required
• Strong H&S knowledge including IOSH managing safely inc RAMS and PTW
• Previous experience overseeing contractors required
• Ability to manage multiple priorities in a fast-paced environment.
• Strong IT skills including Microsoft Office
• Excellent telephone and email manner, with solid communication and interpersonal skills