Helpdesk Manager

We are excited to open an internal opportunity for a Helpdesk Manager to lead, develop and inspire our Helpdesk team while working in close partnership with the Systems & Change Project Manager to support the effective use of our CAFM system (MRI Evolution). This is a key role at the heart of our service delivery, ensuring our teams provide exceptional support across our diverse contract portfolio.

As Helpdesk Manager, you will provide day-to-day leadership, guidance and performance management for the Helpdesk team. You'll oversee the management and monitoring of reactive, remedial and planned tasks across EWFM's portfolio, ensuring SLA/KPI compliance, strong jeopardy management and a consistently high standard of customer service.

You will work collaboratively with the Systems & Change Project Manager, who retains ownership of CAFM, to support system improvements, reporting accuracy and process optimisation. Your role will be central to ensuring operational efficiency, contractual compliance and a seamless customer experience., * Lead, coach and develop the Helpdesk team, promoting a culture of ownership, accountability and continuous improvement.

• Oversee the end-to-end management of tasks logged via MRI Evolution, ensuring timely progression and successful completion.
• Monitor high-risk tasks and support jeopardy management to minimise service failure points and financial deductions.
• Work closely with FMs, Operations Managers and Technical/Compliance teams to maintain contractual compliance.
• Support the purchase-to-pay process, including PO raising, goods receipting and invoice progression.
• Contribute to monthly client contractual reporting and ensure Helpdesk inputs are delivered within SLA.
• Support CAFM-related activities such as creating user accounts, maintaining site records and assisting with new contract mobilisation (in collaboration with the Systems & Change Project Manager).
• Drive improvements in Helpdesk processes, customer experience and operational efficiency.
• Lead recruitment, onboarding, training and performance management for the Helpdesk team.
• Promote strong communication, collaboration and service excellence across all internal and external stakeholders.

Do you have experience in Microsoft Office?, * Essential:

• Minimum 3 years' experience in a supervisory or management role
• Strong leadership skills with the ability to motivate and develop a team
• Experience within Facilities Management
• Understanding of reactive, remedial and planned maintenance processes
• Knowledge of PFI/LIFT/BSF contractual obligations
• Excellent communication, organisation and customer service skills
• High attention to detail and ability to work under pressure
• Proactive, adaptable and solutions-focused approach
• Strong IT literacy (MS Office)
• Working towards or holding a supervisory/management qualification (desirable)

Pulled from the full job description

• Sick pay
• Employee assistance programme
• Company pension
• On-site gym, Competitive Salary

Enhanced annual leave starting at 26 Days + bank holidays rising with service

Learning and development - we offer a range of learning opportunities to develop talent at all levels within our business focussing on technical competence, upskilling, compliance and governance and career development.

The Eric Wright Group has a fantastic history. From our beginnings in construction to an award winning group of companies, our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart. This is an exciting time for Eric Wright FM. If social value and profit for a purpose is important to you, as well as working as part of a wider Group with an experienced and supportive team then this is the role for you., Working at the Eric Wright Group of companies is truly special. Owned 100% by the Eric Wright Charitable Trust, we are a commercially focused business with a social purpose, which means that after reinvestment in the business, our profit is donated to charity via the Trust. This ownership structure provides a high level of stability for the Group and supports longer-term commercial and charitable strategies. Our reputation is built on our Chairman's founding principles of a company that must be profitable, ethical and farsighted, as a result we have people, community and social value at our heart. The companies across the Group regularly collaborate to deliver outstanding results on bespoke projects for both public and private sector clients. We are extremely proud of our dedicated, passionate and friendly colleagues who live our values and work hard to make a difference in communities every day. The Eric Wright Group is committed to safeguarding and promoting the welfare of its employees, contractors and clients and expects its people to share this commitment. Successful applicants may be required to undertake a Disclosure and Barring (DBS) check or Disclosure Scotland check and to provide proof of their right to work in the UK. We are committed to equal opportunities, inclusion and fairness across all employment opportunities and service delivery. All managers and employees are expected to promote our values to ensure our workplaces and services are inclusive and accessible.