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

• Manage daily helpdesk operations, ensuring efficient job logging, allocation, and completion.
• Lead and develop a team of 6 helpdesk coordinators, including recruitment, training, and performance management.
• Liaise with engineers, contractors, and clients to deliver high service standards.
• Produce operational reports, monitor KPIs, and implement improvements.
• Ensure contract compliance, accurate CAFM use, and support client review meetings.

What We’re Looking For

• Proven experience managing a facilities or maintenance helpdesk (3+ years).
• Strong knowledge of CAFM systems/helpdesk platforms.
• Excellent people management and customer service skills.
• Strong communication, organisation, and problem-solving abilities.

Desirable

• Experience within railway or FM environments.
• IWFM or facilities management-related qualification.
• Familiarity with ISO standards, PUWER, or LOLER.

Apply Now if you are interested.