Helpdesk Manager

Kudos Services; Warrington; On-site; GBP 35,000 - 50,000; Full time

Job summary

Kudos Services is seeking a Helpdesk Manager in Warrington to lead a high-performing support team within the facilities management sector. This role involves managing a CAFM system, ensuring compliance with SLAs, and mentoring staff to drive operational excellence. Candidates should have strong leadership skills and a background in PFI/PPP FM environments.

Benefits

25 days Annual Leave + Bank Holidays

Life Assurance Scheme

Company Pension Scheme

Employee Assistance Programme

Qualifications

• Expertise in PFI/PPP FM or complex facilities management environments.
• Solid experience in CAFM data management.
• Skills in mobilising a Helpdesk and implementing new systems.

Responsibilities

• Lead a support team ensuring effective service delivery and compliance.
• Manage the CAFM system and oversee data entry and contract compliance.
• Provide training and development opportunities for team growth.

Skills

Leadership

Problem-solving

Stakeholder engagement

Tools

CAFM systems (Concept)

Job description

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• 40 Hours pw - Monday to Friday 8am to 5pm
• 25 days Annual Leave + Bank Holidays
• Life Assurance Scheme
• Company Pension Scheme
• Employee Assistance Programme

Kudos Services is a well-established Facilities Management company working within the Healthcare Sector to deliver a high-quality Facilities Management service across 35 NHS LIFT buildings across the Northwest & London areas on behalf of its client, and is currently seeking a Helpdesk manager to join the team in Warrington.

The Role

As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You’ll manage the CAFM system (Concept), overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery.

You will play a key part in compliance oversight, working closely with the Contract Manager and National Operations Manager to ensure contractual obligations are met as per the Facilities Maintenance Agreement’s. You will also be accountable for some financial responsibilities within the role including approvals & purchase orders, helping to optimise cost efficiencies. Additionally, reporting will be a crucial aspect of your role, as you oversee the production of monthly contractual reports, compliance tracking, and performance reports.

As you will be leading the helpdesk team, you will have overall responsibility for encouraging growth and development, conducting regular one-to-one meetings (121s), identifying training needs, and providing opportunities for professional advancement.

About You

Working to a strong values framework and positively influencing change will be important to you. The health centres are of significant importance to the local community, and you will be passionate about helping to drive their performance.

We’re looking for a resilient and solutions-driven leader, who thrives in fast-paced environments and enjoys optimising operations. You will have expertise in PFI/PPP FM or complex facilities management environments, where CAFM data management is key to delivering excellence.

Strong stakeholder engagement will be essential, as you'll work closely with teams across various levels.

You’ll bring a solid foundation of experience and knowledge of CAFM systems (ideally Concept) contractual obligations, and data reporting. It would be ideal if you have experience of mobilising a Helpdesk or implementing new systems and processes, including training package design and delivery.

Beyond the technical expertise, your leadership skills, problem-solving mindset, and attention to detail will be crucial in driving team performance.

Why work for Kudos?

At Kudos, we believe that our people are our most valuable asset, and that creating an environment for our employees that aligns with our core values, is essential to the success of the business.

Our Values:

• Supportive - We embrace partnership working
• Ethical - We act with integrity
• Innovative - We take ownership for understanding and improving Kudos.
• Ambitious - We continually strive to deliver the best possible service.
• Passionate - We are proud of the part we play in Kudos & the services we deliver.

Application Process

• Application & CV Screening
• Interview Via Teams with Contract Manager.
• Interview Via Teams/In person with Kudos CEO & National Ops Manager.

As part of this interview process, you will be required to complete a profiling assessment.