Senior Helpdesk Manager — Hybrid & Operations Leader

Coleman James; Ashington; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Hybrid working - 1 day per week from 2

Senior management role reporting toCEO

Job summary

Coleman James is seeking an experienced Senior Helpdesk Manager to oversee the day-to-day operations of a busy facilities maintenance helpdesk. The role involves coordinating reactive and planned maintenance, allocating engineer workloads, and ensuring timely, quality completion of client work orders.

The position offers hybrid working (1 day per week from home) and a senior management trajectory reporting directly to the CEO, with a focus on improving service delivery and client satisfaction.

Qualifications

• Experience in a senior helpdesk management role within facilities management or maintenance.
• Strong ability to coordinate reactive and planned maintenance and engineer workloads.
• Proven track record of managing high volumes of work orders with accuracy and service standards.
• Experience using CAFM or similar maintenance/job management software.
• Excellent organisational and communication skills.

Responsibilities

• Managing and overseeing daily operations of the maintenance helpdesk; client work orders logged, prioritized and progressed.
• Allocating responsibilities, monitoring performance and ensuring accountability.
• Coordinating reactive and planned maintenance works; engineer allocation, scheduling, access arrangements and progression.
• Ensuring engineers are followed up on attendance and post-work follow-ups for out-of-hours work.
• Liaising with clients and site representatives to confirm completion before closing jobs.
• Planning and grouping works geographically to minimize travel time and costs.
• Managing escalations, urgent maintenance requests, complaints and outstanding works.
• Maintaining records and monitoring progress using CAFM and maintenance systems.
• Ensuring effective communication between clients, engineers, subcontractors and internal teams.

Skills

Helpdesk management

Facilities management

Operations coordination

Microsoft Excel

Communication

Problem solving

Tools

CAFM systems

Maintenance software

Job description

Coleman James is seeking an experienced Senior Helpdesk Manager to oversee the day-to-day operations of a busy facilities maintenance helpdesk. The role involves coordinating reactive and planned maintenance, allocating engineer workloads, and ensuring timely, quality completion of client work orders.

The position offers hybrid working (1 day per week from home) and a senior management trajectory reporting directly to the CEO, with a focus on improving service delivery and client satisfaction.