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Helpdesk Manager
2 weeks ago
Department Facilities Management Location Birmingham, West Midlands Salary £38,050 to £44,131per annum Permanent Post Type Full Time Release Date 25 November 2025 Closing Date 23.59 hours GMT on Thursday 04 December 2025 Reference E725009 Please note: this opportunity is only available to current employees of the University The operating hours for Helpdesk are from 7:00 am to 5:00 pm. It is expected that this role to be flexible in supporting colleagues so that there is no gap in service. This role is full-time, campus-based, and does not offer a hybrid working option. We are looking for an experienced Help Desk Manager to lead our on-site helpdesk within the Estates and Facilities Directorate. You will manage a small team of helpdesk administrators, ensuring day-to-day enquiries, task allocation, and contractor coordination are handled efficiently and professionally. In this on-site role, you will oversee helpdesk operations, monitor team performance, and ensure all requests received by phone, email, and the helpdesk system are resolved or escalated within agreed timescales. You will also support service improvements by analysing helpdesk data, producing reports, managing complaints, and promoting the helpdesk across the University. The ideal candidate will have previous helpdesk management experience, strong customer service skills, and knowledge of building operations and contractor management. Experience with CAFM systems is desirable, as you will contribute to the rollout of a new helpdesk system. Key Responsibilities Lead and performance-manage the helpdesk team. Ensure efficient day-to-day service delivery and customer service. Allocate and monitor incoming requests and high-priority issues. Communicate delays and building-related updates to staff and students. Support statutory compliance by prioritising related tasks. Attend operational meetings and provide solutions-focused input. Maintain helpdesk documents and support I-City content. Monitor CAFM tasks, close completed work, and follow up on overdue items. Support CAFM system queries and collaborate on system improvements. Issue urgent alerts, such as adverse weather notifications. Person Specification Experience with buildings and maintenance contractors. Experience managing a helpdesk in a large organisation. Strong customer service background within an Estates and Facilities environment. Excellent communication, negotiation, and influencing skills. Strong report-writing and presentation abilities. Strong IT skills, including Microsoft Office and knowledge of CAFM systems. We are committed to equality, diversity and inclusion and to an environment that supports lawful free speech and academic freedom. We will continuously review and improve our policies, practices, and procedures to ensure that we are promoting these in all aspects of our operations. We believe that by working together, combining our many different backgrounds and life experiences, we will empower each other to reach our full potential. The appointed candidate will normally be employed through our subsidiary company BCU Support Services Limited, a wholly owned subsidiary of Birmingham City University. Appointees with prior LGPS membership who wish to enter the LGPS scheme will be able to do so and will be employed by Birmingham City University directly. #J-18808-Ljbffr
