Helpdesk Manager

Kudos Services; Warrington; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

25 days annual leave

Life Assurance Scheme

Company Pension Scheme

Employee Assistance Programme

Job summary

Kudos Services in Warrington is seeking an experienced Helpdesk Manager to lead the helpdesk function across our healthcare facilities portfolio. You will coordinate reactive, planned and project maintenance activities, ensuring data integrity in the CAFM system and delivering accurate reporting to meet contractual KPIs.

You will develop high performing teams, mentor staff, and drive continuous improvement in service delivery, while collaborating with operations, clients and supply chain

Qualifications

• Experience managing a helpdesk in facilities management, healthcare, PPP/PFI or similar complex operations.
• Strong knowledge of CAFM systems, ideally Concept, with data reporting and performance management.
• Able to manage reactive, planned and project maintenance while meeting SLAs and KPIs.
• Excellent leadership, communication and stakeholder management skills.
• Organised, resilient and solutions-focused with attention to detail.

Responsibilities

• Lead the day-to-day operations of the helpdesk function.
• Oversee CAFM system management, data integrity and reporting.
• Collaborate with operations, clients and supply chain to drive service performance.
• Improve helpdesk processes and drive continuous improvement.
• Provide mentoring and performance management of the team.

Skills

Helpdesk leadership

Leadership

Communication

Stakeholder management

Problem solving

Attention to detail

Tools

Concept CAFM

CAFM data reporting

Job description

• Salary:Up to £50,000 per annum + Performance Related Bonus
• Hours:40 hours per week, Monday to Friday, 8am to 5pm
• Location:Warrington
• Benefits:25 days Annual Leave + Bank Holidays, Life Assurance Scheme, Company Pension Scheme, Employee Assistance Programme.
  

Kudos Services is a well established facilities management provider delivering services across 35 NHS LIFT buildings throughout the North West and London. We are seeking an experienced and proactive Helpdesk Manager to lead our helpdesk function, drive operational performance and ensure the effective delivery of maintenance services across our healthcare portfolio.

Key Requirements

• Experience managing a helpdesk function within a facilities management, healthcare, PPP/PFI or similarly complex operational environment.
• Strong knowledge of CAFM systems, ideally Concept, with experience maintaining accurate data, reporting and performance management.
• Proven ability to manage reactive, planned and project maintenance activities while ensuring compliance with contractual obligations, SLAs and KPIs.
• Excellent leadership, communication and stakeholder management skills with the ability to develop high performing teams.
• Organised, resilient and solutions-focused, with strong attention to detail and a commitment to continuous improvement.

About the Role

Reporting to the Contract Manager and working closely with the Operations team, the Helpdesk Manager will be responsible for the day-to-day leadership of the helpdesk function, ensuring all reactive, planned and project maintenance activities are effectively coordinated and delivered.

You will oversee the management of the CAFM system, ensuring data integrity, accurate reporting and compliance with contractual requirements. Working collaboratively with operational teams, clients and supply chain partners, you will help drive service performance, monitor compliance and support the achievement of key contractual KPIs and service standards. The role will also have responsibility for improving helpdesk processes and procedures, supporting system development and ensuring a consistent and customer focused approach across the team.

In addition, you will oversee the production of contractual reports, performance data and compliance information, providing meaningful insight to support operational decision making. As a people leader, you will mentor, develop and support your team through regular one to one meetings, performance management and training initiatives, creating a positive and high performing working environment.

About You

We are looking for a resilient and solutions focused operational leader with experience working within PFI/PPP, Healthcare FM, NHS LIFT, or similarly complex contracted facilities management environments. You thrive in fast paced settings, are passionate about delivering excellent customer service, and have a proven track record of leading teams, managing competing priorities, and driving continuous improvement to deliver against contractual obligations.

You will have a strong understanding of facilities management operations and recognise the importance of accurate data, contractual compliance, and responsive service delivery in supporting healthcare environments. Confident and adaptable, you will be comfortable making decisions, solving problems, and implementing improvements while building and maintaining strong relationships with stakeholders at all levels.

Experience of managing or developing a helpdesk function within a facilities management environment is essential. Experience of mobilising helpdesk services, implementing new CAFM systems and processes, or designing and delivering training programmes would be advantageous.

With a proactive approach, strong attention to detail, and a passion for people development, you will be committed to improving processes, enhancing team performance, and delivering outstanding service across a complex healthcare estate.

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
• 1st stage Interview via Teams/In person
• 2nd stage Interview Via Teams/In person with Kudos CEO & Head of HR
• As part of this interview process, you will be required to complete a profiling assessment.