Fraser Edwards are recruiting on behalf of a well-established Facilities Management company for an experienced Helpdesk Manager to lead and develop their helpdesk operation.
This is a senior role suited to a highly professional individual with a strong technical Facilities Management background and proven experience managing teams within a fast-paced helpdesk environment.
The Role
The Helpdesk Manager will take full responsibility for the day-to-day running of the helpdesk function, including out-of-hours support, while working closely with Contract Managers and Facilities Maintenance Managers to ensure all services are delivered in line with agreed SLAs and KPIs.
You will play a key role in maintaining strong client relationships, improving service delivery, and supporting contract performance across a variety of properties covering planned and reactive works.
Duties:
* Manage the day-to-day helpdesk operation, including the Out of Hours function
* Lead, support and develop the helpdesk team, including conducting appraisals
* Ensure suitable staff cover during absences
* Monitor and maintain KPIs at 95% or above across all contracts
* Run weekly SLA reports and analyse performance data
* Generate contractor reports in collaboration with the Facilities Maintenance Manager
* Attend monthly client meetings alongside Contract Managers
* Support the quotation process and assist with contract administration
* Liaise with Contract Managers to ensure efficient helpdesk performance
* Ensure all works comply with statutory, contractual and company requirements
* Maintain high levels of customer satisfaction
* Promote collaboration across operational and business units
* Ensure adherence to all HSQE legislation, policies and guidelines
The role requires travel 2-3 days per month to client sites in Shenfield, Chelmsford, Colchester and Braintree to strengthen working relationships and support contract delivery.
The Ideal Candidate
* Proven experience managing a helpdesk within Facilities Management
* Strong technical FM background covering planned and reactive maintenance
* Demonstrable experience achieving and reporting on KPIs and SLAs
* Experience producing reports and presenting statistical data to clients
* Confident communicator with the ability to engage at all levels
* Strong leadership skills with experience managing and developing teams
* Ability to prioritise and manage a varied workload
* Professional, proactive and client-focused approach
Role Details:
* Monday to Friday
* 40 hours per week
* Office-based role
* Free on-site parking
* Career progression opportunities