Helpdesk Manager

Pareto FM; Chertsey; On-site; GBP 34,000 - 40,000; Full time

Job description

Location: Longcross (Chertsey/Weybridge/Staines/Bagshot/Feltham) with occasional travel to Uxbridge

Hours: 40 hours a week

Salary: Up to £40,000

Role Type: Permanent

We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of the contract, while managing an efficient and client-focused helpdesk function. This role combines contract oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure all reactive and planned works are delivered to the highest standards. Knowledge of contracts management is essential, including RAMS and PTW.

Responsibilities to include but not limited to:

• Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks on the system, and approving any external changes.
• Take full ownership of Helpdesk services including actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource, and chasing engineers/subcontractors for updates.
• Ensure all activities comply with company policies, health & safety standards, and industry regulations.
• Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
• Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
• Line management of the Helpdesk Team, including objective setting, performance management, and development.
• Monitor the Facilities Helpdesk email inbox.
• Raise purchasing orders and place orders as required.
• Review H&S documentation including risk assessments, contractor RAMS, and support with any issues.
• Review and action remedial works from subcontractors' service sheets.
• Deal with escalations regarding subcontractors' paperwork/certificate non-submission.
• Assist the Account Manager with creating reports and attending client meetings.
• Cover team absence and annual leave where required.
• Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
• Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
• Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.

Key Requirements:

• Previous contracts management experience essential.
• Previous administrative experience required.
• Previous FM Helpdesk/Operations experience is required.
• Strong H&S knowledge including IOSH managing safely, RAMS, and PTW.
• Previous experience overseeing contractors required.
• Ability to manage multiple priorities in a fast-paced environment.
• Demonstrate strong administration skills.
• Strong IT skills including Microsoft Office.
• Excellent telephone and email manner, with solid communication and interpersonal skills.
• Excellent attention to detail.