Helpdesk Manager - facilities Management at Emcor Uk in London, England, United Kingdom | Kablio

Role

Description

helpdesk systems

quality audits

health safety

vendor liaison

customer support

team management

Ensure all contact made by all stakeholders is managed professionally and in timely manner.
To liaise directly with appointed representatives of third parties over matters concerning the provision of facilities services. Develop and maintain relationships with vendors
To undertake regular site Health and Safety checks. Ensuring that the policy in respect of safety, security and emergency procedures is implemented and always monitored.
Manage and direct the development, implementation, and administration of help desk systems and processes
Contribute to improving customer support by actively responding to queries and handling complaints
Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams
Carry out all necessary administration duties associated with the helpdesk services delivery
Conduct quality audits to monitor service delivery
Line management of the Helpdesk team, including recruiting, training and development. Ensure that the helpdesk service provision is managed and monitored with opportunities for continuous improvement created and taken.

Requirements

communication

problem‑solving

fm experience

helpdesk lead

customer focus

conflict mgmt

Excellent verbal and interpersonal communication skills
Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end
Ability to think and react to immediate problems and issues without losing sight of, or compromising long term goals
Practical experience in an FM operational environment is preferable or be able to demonstrate related experience in a service desk
Excellent interpersonal and customer relationship skills and be able to build relationships at all levels.
Experience in managing and leading a helpdesk team
Experience at organising, multi-tasking and working under pressure
A highly customer focused professional, motivating and driving high performance in teams to deliver excellent levels of service.
Excellent ability to deal with conflict situations

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded as a pioneering force in the facilities management industry, EMCOR UK has evolved into a trusted partner for a wide range of sectors.
With a robust portfolio in engineering and energy services, EMCOR UK excels in providing sustainable and innovative solutions to complex challenges.
Their expertise spans across commercial, residential, and industrial properties, offering tailor-made solutions that meet unique client needs.
EMCOR UK is known for delivering high-value projects, including critical infrastructure, energy-efficient systems, and comprehensive maintenance services.
The company is part of the global EMCOR Group, leveraging international resources while maintaining a strong local presence in the UK.
Recent standout projects include transforming energy use in large commercial facilities and providing state-of-the-art utilities management for both private and public sectors.

Culture + Values

People who care
Safe & secure
Together as one
Active & ambitious

Environment + Sustainability

83% SFMI Score

Sustainability Achievement

Received the Gold Award from the Sustainable Food Initiative (SFMI) with an overall score of 83% in 2024.

£51M Value

Economic Contribution

Delivered £51 million in social and local economic value in 2023.

Emission Reduction

Environmental Progress

Reduced scope 3 emissions from 3,398 tCO₂e in 2019 to 2,134 tCO₂e in 2022.

66 Partners

Supply Chain Engagement

Onboarded 66 supply-chain partners to the Sustainability Dashboard, with a target of 120 by May 2022.

Net zero operations target by 2030; value‑chain emissions net zero by 2040
Signatory of UN Global Compact; sustainability framework guided by 8 UN SDGs
Transitioned fleet towards zero‑emission vehicles; offset unavoidable emissions
Route Zero programme measuring scope 1‑3 emissions and providing Z‑Plan roadmap

Inclusion & Diversity

200 leaders

Allyship Training

Delivered allyship training to 200 senior leaders.

37th ranking

Inclusive Employer

Named 37th most inclusive employer in the UK by Inclusive Companies.

Top 50 Employers

Inclusive UK Employers

Awarded Top 50 UK Employers by Inclusive Companies in 2024.

LGBTQIA Network

British Diversity Awards

Awarded Outstanding LGBTQIA Network of the Year in 2024.

Created new female leadership apprentice programme
Pay parity: Real Living Wage paid to all colleagues

Articles

Careers

Case Studies

Sustainability

Role

Description

helpdesk systems

quality audits

health safety

vendor liaison

customer support

team management

Ensure all contact made by all stakeholders is managed professionally and in timely manner.
To liaise directly with appointed representatives of third parties over matters concerning the provision of facilities services. Develop and maintain relationships with vendors
To undertake regular site Health and Safety checks. Ensuring that the policy in respect of safety, security and emergency procedures is implemented and always monitored.
Manage and direct the development, implementation, and administration of help desk systems and processes
Contribute to improving customer support by actively responding to queries and handling complaints
Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams
Carry out all necessary administration duties associated with the helpdesk services delivery
Conduct quality audits to monitor service delivery
Line management of the Helpdesk team, including recruiting, training and development. Ensure that the helpdesk service provision is managed and monitored with opportunities for continuous improvement created and taken.

Requirements

communication

problem‑solving

fm experience

helpdesk lead

customer focus

conflict mgmt

Excellent verbal and interpersonal communication skills
Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end
Ability to think and react to immediate problems and issues without losing sight of, or compromising long term goals
Practical experience in an FM operational environment is preferable or be able to demonstrate related experience in a service desk
Excellent interpersonal and customer relationship skills and be able to build relationships at all levels.
Experience in managing and leading a helpdesk team
Experience at organising, multi-tasking and working under pressure
A highly customer focused professional, motivating and driving high performance in teams to deliver excellent levels of service.
Excellent ability to deal with conflict situations

Benefits

Information not given or found

Training + Development

Information not given or found

Interview process

Information not given or found

Visa Sponsorship

Information not given or found

Security clearance

Information not given or found

Company

Overview

Founded as a pioneering force in the facilities management industry, EMCOR UK has evolved into a trusted partner for a wide range of sectors.
With a robust portfolio in engineering and energy services, EMCOR UK excels in providing sustainable and innovative solutions to complex challenges.
Their expertise spans across commercial, residential, and industrial properties, offering tailor-made solutions that meet unique client needs.
EMCOR UK is known for delivering high-value projects, including critical infrastructure, energy-efficient systems, and comprehensive maintenance services.
The company is part of the global EMCOR Group, leveraging international resources while maintaining a strong local presence in the UK.
Recent standout projects include transforming energy use in large commercial facilities and providing state-of-the-art utilities management for both private and public sectors.

Culture + Values

People who care
Safe & secure
Together as one
Active & ambitious

Environment + Sustainability

83% SFMI Score

Sustainability Achievement

Received the Gold Award from the Sustainable Food Initiative (SFMI) with an overall score of 83% in 2024.

£51M Value

Economic Contribution

Delivered £51 million in social and local economic value in 2023.

Emission Reduction

Environmental Progress

Reduced scope 3 emissions from 3,398 tCO₂e in 2019 to 2,134 tCO₂e in 2022.

66 Partners

Supply Chain Engagement

Onboarded 66 supply-chain partners to the Sustainability Dashboard, with a target of 120 by May 2022.

Net zero operations target by 2030; value‑chain emissions net zero by 2040
Signatory of UN Global Compact; sustainability framework guided by 8 UN SDGs
Transitioned fleet towards zero‑emission vehicles; offset unavoidable emissions
Route Zero programme measuring scope 1‑3 emissions and providing Z‑Plan roadmap