Helpdesk Manager

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 ..... full job details .....