Pinnacle Group is looking for an experienced Facilities Helpdesk Manager, office-based in Morley, LS27. This is to lead a technical support team of Helpdesk Supervisor, Operatives and Admin Officer. You will be joining our Total FM team, who provide integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.You will be responsible for the administrative services of the contracts being delivered robustly, ensuring the services are consistently high-quality, reliable, efficient, and resilient, even in the face of challenges.This responsibility requires implementing strong systems, clear policies, and developing staff skills to maintain operational excellence and adapt to changing circumstances.Who we arePinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.We're a people-first organisation with a values-driven culture that has remained consistent for thirty years, living through how we treat our employees and our customers.Who we're looking forWe're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.Key responsibilities will include:Managing, leading and supporting a team of Helpdesk & Admin Support operators by providing mentoring, training, and conducting performance evaluationsTroubleshooting and resolving technical issues, managing escalations or complaints and ensuring any issues are resolved promptlyPreparing and issuing PayMech reports to feed into Daily, Monthly, Quarterly and Annual reporting.Develop robust helpdesk processes, document and audit themProviding management of the CAFM system to ensure consistency across the businessMonitoring operations – ensuring tasks are addressed promptly and processes are followed within the specific service standard KPI's.Communicating with clients and providing in-person, phone and report support, if required.Managing escalations or complaints and ensuring any issues are resolved promptly.Continuous analysis of helpdesk data to streamline performance and increase productivity.Serving as the helpdesk liaison for the businessEnsuring effective delivery of the PPM technical process.Key requirements will include :Demonstrate previous experience within Facilities Management for at least 2 years * essentialExperience with working and understanding helpdesk software (CAFM)Effective communicator and leader with a proactive can-do approach to managementRegularly discuss performance with staff and take practical steps to realise the potential of self and othersExperience in producing accurate monthly contractual reporting.Have a strong technical background and extensive customer service experience.Excellent IT skills, intermediate level (Word and Excel).Excellent communication and interpersonal skillsDemonstrable staff management skillsOur offerThe more diverse our workforce, the better we can adapt to and reflect the needs of our customers.We welcome applications from all backgrounds – particularly from those who represent the communities we serve.As a colleague, you will become part of an inclusive culture where you will have the opportunity to achieve your full potential and enhance your career through learning and development.We offer a wide range of benefits at Pinnacle Group, depending on your role or business area. These range from additional leave packages to pension plans and discounts at your favourite retailers.Maternity/paternity packagesFlexible Working ArrangementsLife AssuranceEnhanced Pension SchemeAdditional Annual LeavePrivate Medical InsuranceCycle to Work SchemeEmployee Assistance ProgrammeRetail DiscountsChildcare AssistanceSeason Ticket LoansSick Pay SchemesPersonal Development Plans