Contract Support Manager

Contract Support Manager - Liverpool - £35,000

An exciting opportunity has arisen for an experienced and highly organised Contract Support Manager to join a busy and professional Facilities Management company based in Liverpool.
This position will be responsible for heading up the helpdesk, workflow and administration teams that keep reactive and planned maintenance running smoothly, and make sure the contract delivers on its KPIs and SLAs while the finances stay tight.

The role suits a well-organised, commercially minded leader who enjoys building strong teams and improving how things get done.

Key Responsibilities:

• Lead and develop the helpdesk, workflow and admin teams, covering 1-2-1s, appraisals, training, recruitment, attendance and resource planning
• Be the main escalation point for coordinators and helpdesk staff
• Build a positive, engaged team culture and keep training up to date
• Raise and receipt POs for reactive and planned works
• Review subcontractor quotes and spend for value and compliance
• Own monthly GRIR reconciliation, monitor WIP and support billing
• Track KPI and SLA performance, spot trends and drive improvements
• Report performance using Power BI, Maximo and other reporting tools
• Support client meetings and operational reviews, making sure contractual obligations are met

• Experience managing helpdesk, workflow or administration teams
• A background in FM, property services or maintenance
• A track record in SLA/KPI-driven service delivery
• Financial admin experience: POs, invoicing, reconciliations
• Familiarity with CAFM systems (Maximo or similar)
• Strong Excel, MS Office and reporting skills
• Strong organisational, communication and customer service skills
• The ability to stay calm under pressure and juggle priorities

• A competitive salary of £35,000 with progression opportunities
• 8.30am - 4.30pm Monday - Friday 
• 24 days holiday plus bank holidays 
• Professional qualifications and ongoing training and development