Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
FM Helpdesk Manager
Salary: £38,000 – £40,000 per annum
Hours: 9am – 5pm or 8am – 4pm
Location: Rotherham, S60
Reporting to: FM Helpdesk Manager
Role Overview
Our client is seeking an experienced and proactive FM Helpdesk Manager to oversee the day-to-day operation of a busy growing facilities helpdesk function. The successful candidate will manage a team of 4+ Helpdesk Advisors and 1 Accounts Administrator, ensuring the delivery of a professional, responsive, and customer-focused service.
This role requires strong leadership, excellent communication skills, and the ability to manage performance, complaints, and operational processes within a fast-paced environment.
Key Responsibilities
Team Management & Leadership
- Manage, motivate, and support a team of 4 Helpdesk Advisors and 1 Accounts Administrator.
- Conduct regular one-to-one meetings, appraisals, and performance reviews.
- Monitor team KPIs and service standards to ensure targets are achieved.
- Identify training and development needs within the team.
- Manage absence, conduct, and performance issues in line with company procedures.
Helpdesk Operations
- Oversee the daily running of the facilities helpdesk function.
- Ensure all reactive maintenance requests and service calls are logged, prioritised, and completed within SLA targets.
- Maintain accurate records and reporting through CAFM/helpdesk systems.
- Ensure effective communication between clients, contractors, and internal departments.
- Continuously review processes to improve efficiency and customer service delivery.
Complaint Handling
- Act as the main escalation point for customer complaints and service issues.
- Investigate complaints thoroughly and provide timely resolutions.
- Maintain professional relationships with clients and stakeholders.
- Produce reports on recurring issues and recommend corrective actions.
Financial & Administrative Duties
- Support management of invoices, purchase orders, and account queries alongside the Accounts Administrator.
- Monitor budgets and ensure accurate financial administration.
- Assist with reporting on operational and financial performance.
Person Specification
Essential Skills & Experience
- Previous experience managing a facilities or maintenance helpdesk team.
- Strong people management and leadership experience.
- Experience conducting appraisals and performance management processes.
- Excellent complaint handling and customer service skills.
- Strong organisational and multitasking abilities.
- Confident using helpdesk/CAFM systems and Microsoft Office packages.
- Ability to work under pressure and manage competing priorities.
Desirable
- Experience within facilities management, property services, or maintenance environments.
- Knowledge of SLAs and KPI reporting.
- Financial administration or accounts experience.
Benefits
- Competitive salary of £38,000 – £40,000
- Company pension
- Holiday entitlement 20 days plus stats, plus 2-3 over Xmas.
- Career development opportunities
- Supportive team environment