Helpdesk Manager

Helpdesk Manager - FM Service Provider  - Longcross, Surrey - Up to £40k per annum 

CBW are currently recruiting for a Helpdesk Manager looking to take on the next challenge.

One of our key clients is looking for a hardworking, ambitious individual to join the team and grow within the company.    Hours of Work:

  • Monday to Friday 
  • 8am to 5pm 
  • 40 hours a week
  • Office based
  • Occasional travel to Uxbridge  
We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of the contract, while managing an efficient and client-focused helpdesk function.

This role combines contract oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure all reactive and planned works are delivered to the highest standards.

knowledge of contracts management essential inc RAMS and PTW.

Responsibilities:

  • Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
  • Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
  • Ensure all activities comply with company policies, health & safety standards, and industry regulations.
  • Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
  • Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
  • Line management of the Helpdesk Team, including objective setting, performance management and development.
  • Monitoring the Facilities Helpdesk email inbox.
  • Raising purchasing orders and placing orders as required.
  • Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
  • Review and action remedial works from sub-contractors service sheets.
  • Dealing with escalations with subcontractors paperwork/certificate non-submission.
  • Assist the Account Manager with creating reports and attending client meetings.
  • Cover team absence and annual leave where required.
  • Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
  • Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
  • Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.
Key Requirements:

  • Previous contracts management experience essential 
  • Previous administrative experience required
  • Previous FM Helpdesk/Operations experience is required
  • Strong H&S knowledge including IOSH managing safely inc RAMS and PTW
  • Previous experience overseeing contractors required
  • Ability to manage multiple priorities in a fast-paced environment.
  • Demonstrate strong administration skills
  • Strong IT skills including Microsoft Office
  • Excellent telephone and email manner, with solid communication and interpersonal skills
  • Excellent attention to detail




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