Helpdesk Manager

We’re on the lookout for a Helpdesk Manager to join our clients team in the Surrey area. This is a hands-on role for someone who thrives in a fast-paced environment, enjoys leading people, and understands the importance of compliance, safety, and seamless service delivery.

You’ll be the go-to person for managing our CAFM system, ensuring our Helpdesk runs like clockwork, and keeping both planned and reactive maintenance work on track. You’ll also play a key role in building strong working relationships with engineers, subcontractors, clients, and internal teams.

What You’ll Be Doing:

• Own and manage our CAFM system Set up and maintain PPM schedules, review and adjust tasks, and ensure system accuracy across assets, documentation, and job tracking.

• Run a smooth Helpdesk operation Oversee the day-to-day of the Helpdesk, allocate jobs, monitor progress, and make sure our response times are on point. Keep the team sharp, responsive, and efficient.

• Lead from the front Manage the Helpdesk team-set clear objectives, support development, and hold regular performance check-ins. You’ll also cover where needed during holidays or absences.

• Keep us compliant and safe Review RAMS, risk assessments, and contractor paperwork. Ensure all work meets health & safety standards and industry best practices.

• Manage contractors with confidence Coordinate bookings, review service reports, follow up on remedials, and deal with any delays or documentation issues quickly and professionally.

• Support reporting and relationship management Work alongside the Account Manager to produce operational reports and represent the team in client meetings. Always keep communications clear and professional.

• Strong background in Contracts or Facilities Management
• Experience using and managing CAFM systems
• Proven experience overseeing a Helpdesk or Operations function
• Confident in reviewing and managing RAMS, PTW, and risk assessments
• IOSH Managing Safely (or similar H&S knowledge)
• Excellent administrative, IT, and organisational skills
• Great communicator-on email, phone, and in person
• Comfortable juggling multiple priorities and staying calm under pressure
• Proactive, people-focused, and detail-driven.

This is an exciting opportunity to step into a leadership role where you can make a real impact. If you’re ready to take ownership of service delivery and feel this positon is suitable for your skill set -we’d love to hear from you.