workable
Helpdesk Manager
Kudos Services
England, GBR
Full-time
Mid
Onsite
GBP 50000-50000 yearly / year
Discovered 2 days ago
CAFMConcept
Free
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Role Overview
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.
Key Skills for This Role
CAFMConcept
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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.
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