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# FM Helpdesk Manager

- **Company:** kpm media ltd
- **Location:** Hemel Hempstead, UK
- **Salary:** £40,000.0 - £49,999.0
- **Contract:** Permanent contract
- **Skills:** Data Logging, Performance Monitor
- **Published:** July 9, 2026
- **Apply:** https://www.jobs.fmj.co.uk/careers/62528/Help-Desk-Supervisor-Facilities-Management-London-East

## About the Role

The ideal candidate will have previous experience in an facilities maintenance Helpdesk environment, so if you're an FM Administrator looking for the next step or a Helpdesk Manager looking for a change then this is an excellent opportunity., * Experience working in a management role

 * Member of the British Institute of Facilities Management (BIFM)
 * Relevant qualifications in mechanical and electrical disciplines to HNC level (Desirable)
 * Experience of Health & Safety management (IOSH or NEBOSH desirable).
 * Competent knowledge of IT packages (Knowledge of Concept desirable)
 * Protection of Vulnerable Groups (Scotland)Act 2007 (PVG) in relation to this type of work is applicable for children
 * CRB check may be required
 * Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities

## Description

* Management of day to day Helpdesk operations and team management structure
 * To lead and drive the development of the Helpdesk operation and external client solutions, including (not limited to) CAFM, telephony, workload management and allocation system and process development
 * Provide support and direction to Helpdesk team managers in the areas of team management, service delivery and performance
 * Carry out periodic and adhoc quality checks to all helpdesk activity including (not limited to) job logging, call handling, communications and incident management
 * Delivery of key Helpdesk metrics and service levels
 * Support operations performance measures by monitoring service delivery against contract metrics and driving jeopardy management
 * Carry out proactive data trend analysis for jobs logged, signposting any event changes to the operations team and adjusting script instructions where needed
 * Ensure Helpdesk delivers a superior level of customer service
 * Lead role in ensuring Helpdesk operation supports regional teams
 * Quality training and frontline service delivery
 * To administer and maintain the Telephone System in its effective use of call routing within the helpdesk
 * Act as escalation point for helpdesk activities (may include out of hours calls)
 * Support management of supplier relationship and performance monitoring
 * To have a full understanding of company objectives and strategy to ensure the development and implementation of working procedures in order to deliver a quality service to the customer and external clients
 * Oversee management of operations centre team, carry out performance reviews, and ensure continuous development of team. Managing sickness, absence and disciplinary issues.


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