Helpdesk Manager

Northumbria Group.; Seaton Delaval; Remote; GBP 32,000 - 39,000; Full time

Benefits offered by this job

Car lease

Home electronics

Cycle to work

Vaccinations access

Counselling

Job summary

NHFM is recruiting for a day-to-day facilities management helpdesk lead in Seaton Delaval, overseeing operations and development of the support team across estates and facilities issues.

You will drive performance, manage CAFM data quality and ensure high levels of customer service for NHS sites within the Trust’s portfolio.

Qualifications

• Educated to A-level, or level 3 qualifications or equivalent.
• Experience in managing a team/department.
• Proven experience with CAFM/IWMS systems and FM contracts.

Responsibilities

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPIs.
• Manage escalated issues and ensure timely resolution per escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships and liaise with contractors and internal teams.

Skills

Team leadership

Coaching & mentoring

Quality improvement

Customer service

Communication

Education

A-level or equivalent

Tools

CAFM/IWMS systems

FM contracts management

Job description

Site Northumbria Manufacturing & Innovation Hub Town Seaton Delaval Salary £32,073 - £39,043 per annum Salary period Yearly Closing 18/10/2026 23:59

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services for all of Northumbria Healthcare Trust’s sites.

Come and work for us and we can offer you:

• Competitive rates of pay
• Enhanced rates of pay for working evenings, nights, weekends and bank holidays
• Favourable employment terms and conditions – we mirror NHS Agenda for Change terms and conditions ( https://www.nhsemployers.org/tchandbook ) which includes up to 33 days annual leave + bank holidays per year, generous maternity and paternity leave provisions, occupational sick pay, and much more
• Fantastic staff benefits including car lease, home electronics, cycle to work and priority access to vaccinations, physiotherapy, counselling, among many more
• A great employee experience - we score very highly on our employee satisfaction metrics

We work closely with Kids First Nurseries that are based within our trust grounds at Wansbeck, North Tyneside and Hexham hospitals to care for our Trust family's children, they offer care for children from 6 weeks old up to 4 years. There are a number of funding options run by the government to help working parents, including Early Years Funding and Tax Free Childcare.

Flexible working offers choice in where, when, and how we work, ensuring patients remain at the heart of all we do. It’s open to everyone, and we aim to find solutions that work for both you and the organisation. All arrangements must be reasonable and balanced to maintain safe and effective patient care.

Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.

Whilst NHFM are a highly innovative organisation, the use of Third Party Artificial Intelligence (AI) presents a risk to the integrity of our Recruitment & Selection processes. If you use AI, and it poses a risk to the integrity your individual recruitment process, we may withdraw your application at any stage of the process.

Job overview

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.

The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customer’s expectations.

The post holder will manage and maintain the helpdesk’s CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI’s.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

Working for our organisation

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.

Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.

Detailed job description and main responsibilities

• The post holder is responsible for maintaining a high level of customer focus with the NHFM helpdesk team, ensuing calls are answered in a polite and efficient manner.
• Ensure adherence to contractual obligations, KPI’s and SLA’s.
• Ensuring accuracy and integrity of data within the CAFM system, including system upgrades and enhancements.
• Working with other teams and stakeholders to ensure the CAFM system effectively supports estates and facilities management operations.
• Manage and maintain standard operating procedures.
• Ensuring compliance with relevant regulations and standards.

Person specification

Qualifications

• Educated to A- level, or level 3 qualifications or equivalent.

Experience and knowledge

• Previous experience/knowledge in managing a team/department
• Proven experience in working with CAFM/IWMS systems
• Demonstrate experience working on FM contracts
• Previous experience within property management environment
• Knowledge of or experience in coaching and mentoring practices and tools
• Knowledge of or experience in Quality improvement tools, techniques and methods

The successful applicant will be an employee of the subsidiary and not Northumbria Healthcare NHS Foundation Trust.

Applicants who are members of the Armed Forces, those who have a disability that requires support in the work place (two ticks pledge) and those who have been looked after by the care system as a child or young person (for example, in foster care, children's homes, kinship or local authority care) who meet the essential criteria will be interviewed under the Trust's interview guarantee scheme.

We recognise the positive value of diversity and inclusion and are committed to a workforce that is diverse, equal and inclusive. We welcome and encourage job applications from people of all backgrounds. We particularly welcome applications from Black, Asian and Minority Ethnic (BAME) candidates as BAME people are currently under‑represented in our workforce as well as other under‑represented groups such as LGBT+ and disabled candidates. We are proud to be a Disability Confident Employer, a Stonewall Diversity Champion, we have a Gold award from the Defense Recognition Scheme, and we are delighted to support Apprenticeships, Age