Consultant name: Naomi Conn
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Job reference: 000000000095594
Date posted: 06/03/2026
Helpdesk Manager (FM)
PRS is seeking a dynamic and experienced Helpdesk Manager. As a leading provider of facilities management services, we’re looking for someone who can drive the efficiency and effectiveness of our CAFM system, ensuring seamless operations across the board. This is a fantastic opportunity for someone with a strong background in managing teams, facilities management, and CAFM systems, who is ready to take the next step in their career.
Key Responsibilities:
1. Oversee performance reporting and data management within the CAFM system.
2. Lead the re-implementation and ongoing development of the CAFM system.
3. Create and deliver user guides, training, and ongoing support.
4. Manage engineer resource allocation to reactive and planned tasks.
5. Develop and monitor Service Level Agreements (SLAs) and KPIs for internal and external contractors.
6. Ensure statutory compliance, PPM schedules, and maintenance tasks are on track.
7. Collaborate with multiple teams (directors, finance, procurement, etc.) for efficient service delivery.
8. Maintain and manage CAFM system data, asset registers, O&M manuals, and compliance records.
9. Provide regular reports on work status, service levels, and complaints.
10. Foster team development through training, coaching, and leadership.
Requirements:
11. Proven experience in managing a team in the facilities management sector.
12. Strong communication, conflict resolution, and leadership skills.
13. Extensive knowledge of CAFM systems and Helpdesk management.
14. Detail-oriented with excellent organizational skills.
15. Ability to develop and improve services, ensuring customer satisfaction.
16. Flexible and proactive with a focus on professional development.
Naomi Conn