Helpdesk Manager

Reporting to the Contract Manager and working closely with the Operations team, the Helpdesk Manager will be responsible for the day-to-day leadership of the helpdesk function, ensuring all reactive, planned and project maintenance activities are effectively coordinated and delivered.

You will oversee the management of the CAFM system, ensuring data integrity, accurate reporting and compliance with contractual requirements. Working collaboratively with operational teams, clients and supply chain partners, you will help drive service performance, monitor compliance and support the achievement of key contractual KPIs and service standards. The role will also have responsibility for improving helpdesk processes and procedures, supporting system development and ensuring a consistent and customer focused approach across the team.

In addition, you will oversee the production of contractual reports, performance data and compliance information, providing meaningful insight to support operational decision making. As a people leader, you will mentor, develop and support your team through regular one to one meetings, performance management and training initiatives, creating a positive and high performing working environment.

Kudos Services is a well established facilities management provider delivering services across 35 NHS LIFT buildings throughout the North West and London. We are seeking an experienced and proactive Helpdesk Manager to lead our helpdesk function, drive operational performance and ensure the effective delivery of maintenance services across our healthcare portfolio.

Key Requirements

• Experience managing a helpdesk function within a facilities management, healthcare, PPP/PFI or similarly complex operational environment.

• Strong knowledge of CAFM systems, ideally Concept, with experience maintaining accurate data, reporting and performance management.

• Proven ability to manage reactive, planned and project maintenance activities while ensuring compliance with contractual obligations, SLAs and KPIs.

• Excellent leadership, communication and stakeholder management skills with the ability to develop high performing teams.

• Organised, resilient and solutions-focused, with strong attention to detail and a commitment to continuous improvement., We are looking for a resilient and solutions focused operational leader with experience working within PFI/PPP, Healthcare FM, NHS LIFT, or similarly complex contracted facilities management environments. You thrive in fast paced settings, are passionate about delivering excellent customer service, and have a proven track record of leading teams, managing competing priorities, and driving continuous improvement to deliver against contractual obligations.

You will have a strong understanding of facilities management operations and recognise the importance of accurate data, contractual compliance, and responsive service delivery in supporting healthcare environments. Confident and adaptable, you will be comfortable making decisions, solving problems, and implementing improvements while building and maintaining strong relationships with stakeholders at all levels.

Experience of managing or developing a helpdesk function within a facilities management environment is essential. Experience of mobilising helpdesk services, implementing new CAFM systems and processes, or designing and delivering training programmes would be advantageous.

With a proactive approach, strong attention to detail, and a passion for people development, you will be committed to improving processes, enhancing team performance, and delivering outstanding service across a complex healthcare estate.