Helpdesk Manager

Thorn Baker Construction; Walton-on-Thames; Hybrid; GBP 50,000 - 55,000; Full time

Job summary

Thorn Baker Construction in Walton-on-Thames is seeking an experienced FM Helpdesk Manager to lead a 10-strong team across helpdesk, fleet, IT and wider operational support.

This senior role focuses on managing day-to-day operations, ensuring timely maintenance, meeting KPIs and SLAs, and delivering high levels of service to clients in a busy FM environment. Hybrid working with one day from home included, salary £50k-£55k.

Qualifications

• Experience managing an FM helpdesk or service desk.
• Strong background in Facilities Management.
• Experience managing reactive and/or planned maintenance.
• Proven ability to manage a team.
• Strong understanding of KPIs, SLAs, workloads and service delivery.

Responsibilities

• Manage and develop a team of around 10 across multiple support functions.
• Oversee day-to-day FM helpdesk operations.
• Log, allocate and progress reactive and planned maintenance requests.
• Support engineers and operations with information and resources.
• Monitor helpdesk performance, KPIs and SLAs.
• Oversee fleet management and IT coordination.
• Identify process improvements and drive efficiencies.

Skills

People management

Facilities management

Service delivery

KPIs & SLAs

Stakeholder management

Job description

New Permanent Opportunity - FM Helpdesk Manager - Walton-on-Thames - £50,000-£55,000

Are you an experienced FM Helpdesk Manager who understands the pressures of supporting engineers, managing reactive and planned maintenance and keeping a busy FM operation running smoothly?

Would you like to take ownership of a wider support function rather than simply managing a helpdesk?

We are currently recruiting for a Head of Service which would suit an experienced FM Helpdesk Manager to join an established and growing facilities management business based in Walton-on-Thames.

This is a great opportunity for someone who has a strong understanding of the FM environment and enjoys managing people, processes and multiple areas of responsibility.

You'll be managing a team of around 10 people, with the function covering a variety of areas including helpdesk, fleet management, IT and wider operational support. You'll be responsible for making sure these different functions work effectively together and provide the support the operational teams need.

The role would suit someone who has previously managed a helpdesk or FM support function and understands what is involved in supporting engineers, managing maintenance requests and delivering a high level of service to clients.

This is an office-based position in Walton-on-Thames, Monday to Friday with one day from home.

This role will be starting in December but we are starting the recruitment process now.

What's in it for you?

Permanent, full-time opportunity

Based in Walton-on-Thames

Fully office-based

Manage a team of around 10

Senior position with responsibility for the wider support function

Opportunity to make a genuine impact on processes and service delivery

Work within an established and growing FM business

Opportunity for long-term career development

Your Role

Managing and developing a team of around 10 across a number of support functions

Overseeing the day-to-day running of the FM helpdesk

Ensuring reactive and planned maintenance requests are logged, allocated and progressed effectively

Supporting engineers and operational teams with the information and resources they need

Monitoring helpdesk performance, KPIs and SLAs

Managing workloads, priorities and performance across the team

Overseeing fleet management and ensuring vehicles and associated requirements are managed effectively

Working alongside the IT function and wider support teams

Ensuring communication between the helpdesk, engineers, management and clients is effective

Identifying opportunities to improve processes, systems and efficiencies

Dealing with escalations and ensuring issues are resolved quickly

Managing, motivating and developing the team

Taking ownership of the overall support function and ensuring it delivers a high level of service

About You

Previous experience managing an FM helpdesk, service desk or similar support function

Strong background within Facilities Management

Good understanding of engineers, maintenance and the day-to-day demands of an FM operation

Experience managing reactive and/or planned maintenance

Previous experience managing a team

Comfortable managing people across different functions and responsibilities

Strong understanding of KPIs, SLAs, workloads and service delivery

Excellent organisational and problem-solving skills

Confident dealing with escalations and competing priorities

A strong communicator who can build relationships across the business

Proactive, hands-on and able to take ownership

Someone who enjoys improving processes and making a support function work more effectively

This is a really interesting opportunity for an experienced FM Helpdesk Manager who wants to take the next step in their career and have responsibility for more than just the helpdesk.

You need to understand the FM world, engineers, maintenance and helpdesk operations, but also be confident enough to manage a wider team with a variety of responsibilities.

If you're an experienced FM Helpdesk Manager, Helpdesk Manager or FM Support Manager looking for a senior permanent opportunity in Walton-on-Thames paying £50,000-£55,000, we'd love to hear from you.