Helpdesk Manager

Branta Recruitment

Newcastle upon Tyne, UK

about 2 months ago

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Job source

apply4u.co.uk

Tech stack

Microsoft Word Microsoft Excel Systems Engineering Computer-Aided Facility Management Databases Computer Literacy Customer Data Management Data Integrity Power BI Technical Data Management Systems

Job description

We are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.

You will take full operational ownership of the department-leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.

Key Responsibilities

Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.

SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.

CAFM System Ownership: Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.

Escalation & Client Care: Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.

Financial Administration: Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.

Requirements

Management Experience: Proven track record managing a helpdesk, customer service team, or busy office-ideally within Facilities Management or Property Services.

Software Competency: Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).

Contractual Awareness: Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.

Communication & Leadership: Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.

Desirable Criteria:

Previous experience within a commercial property management or building services environment.

Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.

If you are an experienced Helpdesk Manager with facilities management & maintenance experience apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation