Northumbria Healthcare NHS Foundation Trust
Helpdesk Manager
The closing date is 29 April 2026
NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.
The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customer's expectations.
The post holder will manage and maintain the helpdesk's CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function.
Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.
Main duties of the job
Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.
Manage escalated issues and ensure timely resolution, following established escalation procedures.
Monitor helpdesk performance, identify trends and drive continuous improvement.
Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.
About us
NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.
Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our websitewww.nhfm.co.ukfor more information about who we are and benefits of working for us.
Job responsibilities
The post holder is responsible for maintaining a high level of customer focus with the NHFM helpdesk team, ensuring calls are answered in a polite and efficient manner.
Ensure adherence to contractual obligations, KPIs and SLAs.
Ensuring accuracy and integrity of data within the CAFM system, including system upgrades and enhancements.
Working with other teams and stakeholders to ensure the CAFM system effectively supports estates and facilities management operations.
Manage and maintain standard operating procedures.
Ensuring compliance with relevant regulations and standards.
Person Specification
Qualifications
* Educated to A- level, or level 3 qualifications or equivalent.
* Knowledge of a range of trust policies and management procedures.
Experience
* Previous experience/knowledge in managing a team/department
* Proven experience in working with CAFM/IWMS systems.
* Previous experience within property management environment
* Knowledge of or experience in coaching and mentoring practices and tools.
* Knowledge of or experience in Quality improvement tools, techniques and methods.
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Address
Northumbria Manufacturing & Innovation Hub
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