Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position.
FM Helpdesk Manager
Salary: £38,000 – £40,000 per annum
Hours: 9am – 5pm or 8am – 4pm
Location: Rotherham, S60
Reporting to: FM Helpdesk Manager
Role Overview
Our client is seeking an experienced and proactive FM Helpdesk Manager to oversee the day-to-day operation of a busy growing facilities helpdesk function. The successful candidate will manage a team of 4+ Helpdesk Advisors and 1 Accounts Administrator, ensuring the delivery of a professional, responsive, and customer-focused service.
This role requires strong leadership, excellent communication skills, and the ability to manage performance, complaints, and operational processes within a fast-paced environment.
Key Responsibilities
Team Management & Leadership
* Manage, motivate, and support a team of 4 Helpdesk Advisors and 1 Accounts Administrator.
* Conduct regular one-to-one meetings, appraisals, and performance reviews.
* Monitor team KPIs and service standards to ensure targets are achieved.
* Identify training and development needs within the team.
* Manage absence, conduct, and performance issues in line with company procedures.
Helpdesk Operations
* Oversee the daily running of the facilities helpdesk function.
* Ensure all reactive maintenance requests and service calls are logged, prioritised, and completed within SLA targets.
* Maintain accurate records and reporting through CAFM/helpdesk systems.
* Ensure effective communication between clients, contractors, and internal departments.
* Continuously review processes to improve efficiency and customer service delivery.
Complaint Handling
* Act as the main escalation point for customer complaints and service issues.
* Investigate complaints thoroughly and provide timely resolutions.
* Maintain professional relationships with clients and stakeholders.
* Produce reports on recurring issues and recommend corrective actions.
Financial & Administrative Duties
* Support management of invoices, purchase orders, and account queries alongside the Accounts Administrator.
* Monitor budgets and ensure accurate financial administration.
* Assist with reporting on operational and financial performance.
Person Specification
Essential Skills & Experience
* Previous experience managing a facilities or maintenance helpdesk team.
* Strong people management and leadership experience.
* Experience conducting appraisals and performance management processes.
* Excellent complaint handling and customer service skills.
* Strong organisational and multitasking abilities.
* Confident using helpdesk/CAFM systems and Microsoft Office packages.
* Ability to work under pressure and manage competing priorities.
Desirable
* Experience within facilities management, property services, or maintenance environments.
* Knowledge of SLAs and KPI reporting.
* Financial administration or accounts experience.
Benefits
Competitive salary of £38,000 – £40,000
Company pension
Holiday entitlement 20 days plus stats, plus 2-3 over Xmas.
Career development opportunities
Supportive team environment