Helpdesk Manager in Ashington, Northumberland

A leading Facilities Management company is seeking an experienced Senior Helpdesk Manager to join their team on a full-time, permanent basis.

The successful candidate will be responsible for overseeing the day-to-day operations of a busy Facilities Management and Maintenance Helpdesk, ensuring all reactive and planned maintenance work orders are efficiently coordinated from initial instruction through to satisfactory completion.

Responsibilities:

• Managing and overseeing the daily operations of the maintenance helpdesk, ensuring all client work orders are accurately logged, prioritised and progressed efficiently.

• Allocating responsibilities, monitoring performance and ensuring accountability.

• Coordinating reactive and planned maintenance works, including engineer allocation, scheduling, access arrangements and job progression.

• Ensuring engineers are followed up on the day of attendance, including next-morning follow-ups for out-of-hours works.

• Liaising directly with clients and site representatives to confirm satisfactory completion of maintenance works before closing jobs.

• Planning and scheduling engineers efficiently, grouping works geographically wherever practical to minimise travel time and operational costs.

• Managing escalations, urgent maintenance requests, client complaints and outstanding works to ensure timely resolution.

• Maintaining accurate records and monitoring job progress using CAFM and maintenance management systems.

• Ensuring effective communication between clients, engineers, subcontractors and internal departments.

Requirements:

• Previous experience in a Helpdesk Manager, Senior Helpdesk Supervisor, Service Desk Manager or similar management role within Facilities Management or Maintenance.

• Strong experience coordinating reactive maintenance, planned preventative maintenance (PPM) and engineer workloads.

• Experience managing high volumes of maintenance work orders while maintaining accuracy and service standards.

• Experience using CAFM systems or similar maintenance and job management software.

• Excellent organisational, communication and problem-solving skills.

• Ability to prioritise competing workloads, meet deadlines and work effectively under pressure.

• Strong IT skills, including Microsoft Excel, Outlook and maintenance management systems.

• Ability to work independently, take ownership of operational issues and report effectively to senior management.

What's on Offer:

• Competitive salary

• Hybrid working - 1 day per week working from home

• Senior management role reporting directly to the CEO.

• Key role in improving operational efficiency, service delivery and client satisfaction.

This is a permanent position, and Coleman James are acting as an Employment Agency.