Helpdesk Manager

Job Title: Helpdesk Manager

Job Type: Permanent

Location: Preston, Lancashire

Hybrid: Yes (up to 2 days per week working from home)

Hours of work: 40 hours per week (Monday to Friday)

Salary: Up to £40,000 per annum

This role is being advertised by MIDAS Specialist Recruitment Ltd who operate as a Recruitment Agency.

Your new employer

A north west, award-winning business with great values towards its customers and people. Delivering integrated facilities management and building consultancy services across the UK public and private sectors together with a range of building consultancy services, through an in-house team of FM professionals and RICS chartered building surveyors. A business with high values whose mission is to maximise social value by empowering a team of experts to deliver safe, compliant and innovative services, at optimum cost.

About the role

We are seeking a Helpdesk Manager to lead and manage our client's TFM Helpdesk Team within a growing FM business. Reporting to the Head of Business Services (HBS), you will manage and oversee a small team coordinating both Planned Preventive Maintenance (PPM) and reactive FM works. The role comes with significant growth potential, including the opportunity to deputise for the HBS and participate in senior leadership team (SLT) meetings in their absence.

Day-to-day duties will include but not limited to:

• Taking personal responsibility for monitoring to completion and escalation (if required) of high risk reactive and planned tasks that may result in availability issues and the accrual of service failure points.
• Maintaining a fundamental understanding of the risks associated with the company’s contracts in relation to reactive and planned tasks and organising the Customer Services team to minimise these risks whilst providing an exceptional service to all customers.
• Managing the reactive job logging process for the concession’s portfolio ensuring adherence to the SLA/KPI obligations and considering effects of decisions, including financial and logistical implications.
• Managing and monitoring the jeopardy management process of reactive and PPM tasks to mitigate and reduce performance failure points and financial deductions.
• Ensuring that all Health & Safety policies, procedures, rules and regulations are adhered to.

Skills, experience and qualifications required:

• Experience of working in a similar role as a Helpdesk Manager
• Attained or working towards Supervisory or Management qualification
• Exceptional leadership skills with proven experience in a supervisory/management role
• A good understanding of all service streams including reactive, remedial and planned maintenance
• Good understanding of PFI/LIFT/BSF contract obligations
• Knowledge and experience within the Facilities Management sector
• Extensive planning and organisational skills
• Exceptional customer services skills

Desirable:

• Familiarity with PFI or LIFT contracts and understanding of their complexities
• Experience with Concept CAFM or similar systems
• Background in coordinating both Hard & Soft Services or TFM
• Customer services or IWFM qualifications
• Understanding of the Northwest building services supply chain

Salary and Benefits Package

• Salary up to £40,000 per annum.
• 26 days holiday plus bank holidays rising with service.
• Pension 6.5% Employer Contribution.
• Healthcare with BUPA Optional (50% contribution).
• Death in Service.
• Company sick pay scheme - Up to 20 days full pay in a rolling 12-month period.
• Group Income Protection – 50% of your salary covered for 3 years for long term illness.
• Cycle to work scheme.
• Free Onsite gym at Head Office.

MIDAS Specialist Recruitment Ltd is committed to a policy of equal opportunities for all work seekers and shall always adhere to such a policy and will review on an on-going basis on all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a trade union and we place an obligation upon all staff to respect and act in accordance with the policy. MIDAS Specialist Recruitment Ltd shall not discriminate unlawfully when deciding which candidate/temporary worker is submitted for a vacancy or assignment, or in any terms of employment or terms of engagement for temporary workers. MIDAS Specialist Recruitment Ltd will ensure that each candidate is assessed only in accordance with the candidate’s merits, qualification and ability to perform the relevant duties required by the particular vacancy.