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# Helpdesk Manager

- **Company:** Eric Wright Group
- **Location:** Bamber Bridge, UK
- **Experience:** Experienced
- **Contract:** Temporary contract
- **Skills:** Computer-Aided Facility Management, Microsoft Office
- **Published:** May 30, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=37e07e147bb153fd

## About the Role

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)

## Description

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.


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