Senior FM Helpdesk Lead & Contract Admin (6 Sites)

Pareto FM; Nottingham; On-site; GBP 38,000 - 48,000; Full time

Job summary

Pareto FM is seeking a Senior FM Helpdesk to lead the helpdesk across six sites in the UK and Ireland, supporting Experian. The role includes maintaining CAFM records, overseeing contract administration and cost control, and guiding a Helpdesk Coordinator to uphold high service levels.

Based on site in Nottingham with occasional travel, you’ll cover day-to-day operations, out-of-hours support, and month-end focus. Strong customer service and CAFM experience are essential.

Qualifications

• Experience in FM helpdesk or service coordination with supervisory duties.
• Excellent customer service and stakeholder management.
• Proficient with CAFM systems (Simpro or Planon).
• Experience with purchase orders, goods receipt, invoicing and cost reconciliations.
• Understanding of planned maintenance, compliance and asset management.
• Strong Excel skills and numeric accuracy.
• Desirable: Simpro and Sage Intacct experience; customer service qualification or IWFM Level 3.

Responsibilities

• Lead the helpdesk by logging and triaging calls and emails.
• Dispatch work and keep requesters updated until resolution.
• Lead and develop a Helpdesk Coordinator.
• Maintain CAFM data accuracy with Technical Services Manager.
• Produce weekly/monthly performance reports and KPI evidence.
• Manage quotes, approvals and purchase orders.
• Process goods receipts, reconcile costs and issue invoices.

Skills

FM helpdesk experience

Customer service

CAFM system

PO & invoicing

Maintenance & asset mgmt

Excel skills

Education

Customer service qualification

Tools

Simpro

Planon

Sage Intacct

Job description

Pareto FM is seeking a Senior FM Helpdesk to lead the helpdesk across six sites in the UK and Ireland, supporting Experian. The role includes maintaining CAFM records, overseeing contract administration and cost control, and guiding a Helpdesk Coordinator to uphold high service levels.

Based on site in Nottingham with occasional travel, you’ll cover day-to-day operations, out-of-hours support, and month-end focus. Strong customer service and CAFM experience are essential.