Facilities Helpdesk Manager

Overview

Lead a facilities helpdesk team, manage processes and ensure service quality.

Key Responsibilities

• helpdesk
• escalation management
• client support
• paymech reporting
• data analysis
• cafm management

Tasks

-Monitoring operations – ensuring tasks are addressed promptly and processes are followed within the specific service standard KPI's. -Serving as the helpdesk liaison for the business -Managing escalations or complaints and ensuring any issues are resolved promptly. -Communicating with clients and providing in-person, phone and report support, if required. -Troubleshooting and resolving technical issues, managing escalations or complaints and ensuring any issues are resolved promptly -Preparing and issuing PayMech reports to feed into Daily, Monthly, Quarterly and Annual reporting. -Continuous analysis of helpdesk data to streamline performance and increase productivity. -Managing, leading and supporting a team of Helpdesk & Admin Support operators by providing mentoring, training, and conducting performance evaluations -Regularly discuss performance with staff and take practical steps to realise the potential of self and others -Providing management of the CAFM system to ensure consistency across the business -Develop robust helpdesk processes, document and audit them -Ensuring effective delivery of the PPM technical process.

Requirements

• facilities mgmt
• cafm
• it skills
• customer service
• communication
• leadership

What You Bring

-Have a strong technical background and extensive customer service experience. -Excellent communication and interpersonal skills -Excellent IT skills, intermediate level (Word and Excel). -Demonstrate previous experience within Facilities Management for at least 2 years * essential -Demonstrable staff management skills -Experience in producing accurate monthly contractual reporting. -Effective communicator and leader with a proactive can-do approach to management -Experience with working and understanding helpdesk software (CAFM)

People Also Searched For

Benefits

-Life Assurance -Additional Annual Leave -Private Medical Insurance -Employee Assistance Programme -Childcare Assistance -Season Ticket Loans -Enhanced Pension Scheme -Sick Pay Schemes -Retail Discounts -Cycle to Work Scheme -Personal Development Plans -Maternity/paternity packages -Flexible Working Arrangements

About Pinnacle Group Limited

-Projects range from award-winning large-scale regeneration in south London to integrated campus services for universities. -Specialisms include mixed-tenure housing management, facilities management in education and community spaces, and workplace services. -It stands out for vertically integrated delivery—from front-line caretaking and cleaning to technology-driven neighbourhood stewardship. -Backed by investment arms like Pinnacle Spaces and Armadillo Analytics, it innovates in affordable homes and built-environment insights.

Sector Specialisms