Position: Helpdesk Manager

Salary: £35,000 - £40,000 per annum  

Location: Preston

Hybrid: Minimum 3 days per week in office

Contract: Permanent  

About the Role:

We are seeking a Helpdesk Manager to lead our client's TFM Helpdesk Team within a growing facilities management business. Reporting to the Head of Business Services (HBS), you will manage and oversee a small team coordinating both Planned Preventive Maintenance (PPM) and reactive FM works. The role comes with significant growth potential, including the opportunity to deputise for the HBS and participate in senior leadership team (SLT) meetings in their absence.

Key Responsibilities:

Manage the Helpdesk team, overseeing reactive and PPM work orders across multiple high-value contracts.

Lead the monitoring and coordination of KPI and SLA performance, ensuring contract compliance.

Support the team in delivering an exceptional customer service experience and ensure adherence to health and safety policies.

Collaborate with senior management and client stakeholders to ensure smooth contract operation.

Manage team performance, providing guidance, training, and support to drive continuous improvement.

Proactively manage any potential financial risks related to PFI contracts and identify opportunities for revenue optimisation.

Provide leadership during the HBS's absence, attending SLT-level meetings as required.

Key Requirements:

Essential:  

Experience in the FM sector, ideally in PFI or similar complex environments.

Proven experience managing small teams (4+ people) and coordinating FM tasks.

Strong knowledge of KPI and SLA management, with the ability to monitor and ensure contract compliance.

Excellent communication skills (written and verbal) to engage with both junior staff and senior clients.

Ability to stay calm under pressure and resolve issues efficiently.

Commutable to the Preston office, with flexibility for in-office work three days per week.

Desirable:

Familiarity with PFI or LIFT contracts and understanding of their complexities.

Experience with Concept CAFM or similar systems.

Background in coordinating both Hard & Soft Services or TFM.

Customer services qualifications or IWFM qualifications.

Understanding of the Northwest building services supply chain.

Key Relationships:

Operational teams, technical and compliance departments, commercial customer service team, operational support, and supply chain

If you're looking for a rewarding leadership role in facilities management, we encourage you to apply. Please send your CV to (url removed)