Help Desk Manager

Location Birmingham
Discipline: Administration
Salary: £32,000
Contact name: Jamie Goodwin

Contact email:
Job ref: 9586
Published: 21 days ago

Help-Desk Manager - Reactive Maintenance Only Help Desk


£28,000 - £32,000 p/a plus monthly bonus and package

We have an excellent role with one of our large FM based clients who are one the UK's largest, well known and constantly growing facilities management companies. They are responsible for a number of large prestigious contracts / buildings within the UK. They employ engineers, hygiene operatives, security, help-desk and back house support of facilities maintenance.

The Role:

You will be taking the initial call from customers who have an emergency issue to report. You will then log the call onto a database. Once logged you will liaise with the relevant engineers/sub-contractor to attend the site to address the emergency. Once the problem is fixed, you will update the system to close the emergency log and then perform administrative duties including processing purchase orders and invoices for the sub-contractor or client.


  • Overall end to end management of all reactive and planned maintenance across the UK

  • Management of client relationships and ensuring that excellent service is provided in all facets.

  • Overseeing subcontractor performance and delivery in line with expectations and KPI’s

  • Monitor incoming procurement requests and source efficiently

  • Effectively line manage hard services helpdesk co-ordinator

  • Creating and submitting quotations

  • Effectively recharging all works completed

  • Ensure engineers complete time sheets and job cost responses to re-charge internal works.

  • Partnering with fellow colleagues – contract managers, department managers, with open communications, to become a high performing team, providing the ultimate customer experience.

  • Develop positive working rapport with internal and external labour

  • Collaborating with clients, procurement and engineers and subcontractors to plan jobs.

  • Interact and interface with clients regarding any queries or issues, handling any customer complaints in line with our policy.

  • Produce reports from our internal CAFM system and client portals.

  • Monitor client portals and ensure High KPI performance.

  • Frequent reporting to Senior Management

  • Effectively manage out of hours service ensuring correct processes are followed

Ideally you will be;

  • Highly skilled in customer service and call handling professional and able to work under pressure

  • Experience with CAFM system (e.g., concept, maximo, Siclops or any booking systems) the system used is called TABS

  • Have previous Help-desk/ busy customer service role experience is desirable particularly working with Engineers

  • Invoicing and PO issuing

  • Sub-contractor management

Should this role be of any interest at all please apply online with your CV or call Jamie on 0121 809 1999