Job Title: Helpdesk Manager
Location: Bridgend, CF31 3WT (Hybrid - flexibility required)
Hours: Full-time, 40 hours per week, Monday-Friday, 8am-5pm
About the Role
JobMatcha are seeking a proactive Helpdesk Manager to join the Vinci team to lead our multi-disciplinary helpdesk team. You will manage day-to-day operations of a busy FM helpdesk, coordinating reactive and planned maintenance jobs, ensuring service excellence, and driving performance improvements.
Key Responsibilities
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Manage daily helpdesk operations, ensuring efficient job logging, allocation, and completion.
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Lead and develop a team of 6 helpdesk coordinators, including recruitment, training, and performance management.
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Liaise with engineers, contractors, and clients to deliver high service standards.
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Produce operational reports, monitor KPIs, and implement improvements.
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Ensure contract compliance, accurate CAFM use, and support client review meetings.
What We're Looking For
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Proven experience managing a facilities or maintenance helpdesk (3+ years).
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Strong knowledge of CAFM systems/helpdesk platforms.
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Excellent people management and customer service skills.
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Strong communication, organisation, and problem-solving abilities.
Desirable
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Experience within railway or FM environments.
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IWFM or facilities management-related qualification.
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Familiarity with ISO standards, PUWER, or LOLER.
Apply Now if you are interested