Helpdesk Manager – Wigan

PRS (Phoenix Resourcing Services); Wigan; On-site; GBP 36,000 - 38,000; Full time

Benefits offered by this job

Annual bonus

25 days holiday

Job summary

PRS (Phoenix Resourcing Services) is recruiting a hands-on Helpdesk Manager to lead a busy facilities maintenance helpdesk in Leigh. You’ll manage the team, keep maintenance jobs moving and take ownership of escalated client issues.

You’ll also be happy to pick up calls and work alongside the team when they’re short-staffed. This permanent role is based in Wigan, Greater Manchester, paying £36,000-£38,000 per annum, with a 37.5-hour week, and includes an annual bonus and 25 days’ holiday plus

Qualifications

• Experience managing or supervising a helpdesk, service desk or maintenance scheduling team.
• Confidence dealing with clients, coordinating with engineers and managing competing priorities.
• Experience using a helpdesk, CAFM or job management system to track work and produce reports.

Responsibilities

• Manage the day-to-day running of the helpdesk, support the team and organise rotas to maintain cover.
• Work closely with contract teams, engineers and clients to prioritise maintenance requests, chase progress and keep people updated.
• Take ownership of escalated client issues and follow them through to resolution.
• Use Joblogic to produce reports on job progress, outstanding work and helpdesk performance.
• Step in to log jobs, handle calls and support the team during busy periods or staff absences.

Skills

Helpdesk management

Client coordination

Team leadership

Job management

Joblogic

Tools

Joblogic

CAFM system

Job description

Helpdesk Manager

PRS is recruiting for a hands‑on Helpdesk Manager to lead a busy facilities maintenance helpdesk in Leigh. You’ll manage the team, keep maintenance jobs moving and take ownership of escalated client issues. You’ll also be happy to pick up calls and work alongside the team when they’re short‑staffed. This is a permanent role, based in Wigan, Greater Manchester, paying £36,000-£38,000 per annum, working Monday - Friday 37.5 hours per week, it includes and annual bonus and 25 days’ holiday plus bank holidays

What you’ll be doing

• Manage the day-to-day running of the helpdesk, support the team and organise rotas to maintain cover.
• Work closely with contract teams, engineers and clients to prioritise maintenance requests, chase progress and keep people updated.
• Take ownership of escalated client issues and follow them through to resolution.
• Use Joblogic to produce reports on job progress, outstanding work and helpdesk performance.
• Step in to log jobs, handle calls and support the team during busy periods or staff absences.

What we’re looking for

• Experience managing or supervising a helpdesk, service desk or maintenance scheduling team.
• Confidence dealing with clients, coordinating with engineers and managing competing priorities.
• Experience using a helpdesk, CAFM or job management system to track work and produce reports. Experience with a similar system is welcome, and a member of the team will help you get up to speed with Joblogic.
• Facilities management, building services or maintenance experience would be an advantage.
• A practical approach to team management and the flexibility to cover working patterns such as 7.30am-4.30pm or 8.00am-5.00pm when needed.

If you enjoy running a helpdesk and staying involved in the day-to-day work, we’d like to hear from you.