FM Helpdesk Manager

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