Helpdesk Manager

6 days ago

Preston UK, Lancashire, United Kingdom MIDAS Specialist Recruitment Full time

Job Title: Helpdesk Manager

Job Type: Permanent

Location: Preston, Lancashire

Hybrid: Yes (up to 2 days per week working from home)

Hours of work: 40 hours per week (Monday to Friday)

Salary: Up to £40,000 per annum


This role is being advertised by MIDAS Specialist Recruitment Ltd who operate as a Recruitment Agency.


Your new employer

A north west, award-winning business with great values towards its customers and people. Delivering integrated facilities management and building consultancy services across the UK public and private sectors together with a range of building consultancy services, through an in-house team of FM professionals and RICS chartered building surveyors. A business with high values whose mission is to maximise social value by empowering a team of experts to deliver safe, compliant and innovative services, at optimum cost.


About the role

As Helpdesk Manager, you will report to the Head of Business Performance providing leadership and guidance to the Concessions Customer Services team and Compliance team, taking responsibility for the management and monitoring of reactive, remedial and PPM jobs logged against high risk concession contract KPIs and SLAs following the jeopardy management process to mitigate / reduce risk on penalties or financial deductions and focusing on the optimisation of all revenue streams by ensuring proactive jeopardy management and the accurate logging of jobs to initiate the sales invoice process e.g. re-charge.


Day-to-day duties will include but not limited to:


  • Taking personal responsibility for monitoring to completion and escalation (if required) of high risk reactive and planned tasks that may result in availability issues and the accrual of service failure points
  • Maintaining a fundamental understanding of the risks associated with the company’s contracts in relation to reactive and planned tasks and organising the Customer Services team to minimise these risks whilst providing an exceptional service to all customers
  • Managing the reactive job logging process for the concession’s portfolio ensuring adherence to the SLA/KPI obligations and considering effects of decisions, including financial and logistical implications
  • Managing and monitoring the jeopardy management process of reactive and PPM tasks to mitigate and reduce performance failure points and financial deductions
  • Ensuring that all Health & Safety policies, procedures, rules and regulations are adhered to


Skills, experience and qualifications required:

  • Current or recent experience of managing a team of Technical FM Support ideally for a Tier 1 Facilities Management Company
  • Attained or working towards Supervisory or Management qualification
  • Experience of leading in a small team
  • A good understanding of all service streams including reactive, remedial and planned maintenance
  • Good understanding of PFI/LIFT/BSF contract obligations is preferred
  • Extensive planning and organisational skills
  • Exceptional customer services skills
  • Good attention to detail with good administrative skills


Salary and Benefits Package

  • Salary up to £45,000 per annum
  • 26 days holiday plus bank holidays rising with service
  • Pension 6.5% Employer Contribution
  • Healthcare with BUPA Optional (50% contribution)
  • Death in Service
  • Company sick pay scheme - Up to 20 days full pay in a rolling 12-month period
  • Group Income Protection – 50% of your salary covered for 3 years for long term illness
  • Cycle to work scheme
  • Free Onsite gym at Head Office
  • Hours 37 per week over 5 days


MIDAS Specialist Recruitment Ltd is committed to a policy of equal opportunities for all work seekers and shall always adhere to such a policy and will review on an on-going basis on all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective of sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief, political beliefs or membership or non-membership of a trade union and we place an obligation upon all staff to respect and act in accordance with the policy. MIDAS Specialist Recruitment Ltd shall not discriminate unlawfully when deciding which candidate/temporary worker is submitted for a vacancy or assignment, or in any terms of employment or terms of engagement for temporary workers. MIDAS Specialist Recruitment Ltd will ensure that each candidate is assessed only in accordance with the candidate’s merits, qualification and ability to perform the relevant duties required by the particular vacancy.

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