Helpdesk Manager

Job overview

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.

The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customer’s expectations.

The post holder will manage and maintain the helpdesk’s CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

Main duties of the job

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI’s.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

Detailed job description and main responsibilities

• The post holder is responsible for maintaining a high level of customer focus with the NHFM helpdesk team, ensuing calls are answered in a polite and efficient manner.
• Ensure adherence to contractual obligations, KPI’s and SLA’s.
• Ensuring accuracy and integrity of data within the CAFM system, including system upgrades and enhancements.
• Working with other teams and stakeholders to ensure the CAFM system effectively supports estates and facilities management operations.
• Manage and maintain standard operating procedures.
• Ensuring compliance with relevant regulations and standards.

Applicant requirements

The postholder will have access to vulnerable people in the course of their normal duties and as such this post is subject to the Rehabilitation of Offenders Act 1974 (Exceptions) Order 1975 (Amendment) (England and Wales) Order 2020 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service to check for any previous criminal convictions.