FM Helpdesk Manager

Overview

Lead and develop FM Helpdesk team delivering 24/7 service across contracts

Key Responsibilities

• sla monitoring
• performance reporting
• call management
• lean optimization
• service reviews
• rota management

Tasks

-Ensure Team Leaders take full ownership of problems, tasks, and responsibilities with accountability for business requirements and expectations. -Produce and analyse performance reports for senior management, covering SLA/KPI adherence, staff and team performance, and service development. -Oversee call flows, resources, reporting systems, and processes, ensuring documentation and procedures remain current and effective. -Benchmark Helpdesk performance against industry standards to maintain competitiveness and deliver best-in-class service. -Lead, manage, and develop the Helpdesk team, covering conduct, performance, attendance, training, and capability. -Act as the voice of the Helpdesk in wider business forums, ensuring visibility of team achievements and challenges. -Foster a high-performance, engaged culture through recognition, accountability, and regular coaching and feedback. -Take part in the on-call rota for escalations outside of hours. -Lead regular service reviews, incorporating customer feedback, performance data, and team input to inform improvements and enhance customer experience. -Build and maintain strong, constructive relationships with internal Account teams. -Apply lean principles to identify and eliminate waste, improve productivity, and optimise resource utilisation across the Helpdesk. -Drive a culture of continuous improvement by streamlining processes, enhancing efficiency, and adopting new tools and technologies. -Recruit, train, induct, and mentor new Business Support Team Leaders and Coordinators, supporting career development and succession planning. -Ensure compliance with business standards, security protocols, and regulatory requirements. -Collaborate effectively with peer managers and colleagues at the same level, offering support and sharing best practice to collectively achieve departmental and organisational goals. -Manage the Helpdesk rota, including absence and annual leave planning, ensuring 24/365 cover and accurate resource recording.

Requirements

• cafm systems
• power bi
• helpdesk
• change management
• communication
• team leadership

What You Bring

-Proficient in using CAFM systems (e.g., Planon, Maximo), call routing and telephony platforms, and reporting tools such as Power BI or Excel for performance analysis. -Strong understanding of contract environments governed by SLAs and KPIs; commercially aware and results-driven. -Minimum 2 years’ experience managing a Facilities Management Helpdesk or similar environment (essential); experience within PPP/PFI contracts is desirable. -Sound knowledge of operational processes, people management, and business protocols, including budget awareness and HR policy compliance. -Excellent communication and people skills, with the ability to influence stakeholders at all levels and build strong working relationships. -Demonstrated experience in managing change, driving continuous improvement, and embedding service excellence. -Highly organised with the ability to assess issues quickly and implement effective, practical resolutions. -Proven ability to lead, motivate, and develop teams to deliver excellent customer service within structured processes.

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Benefits

-Employee discount shopping schemes on major brands and retailers -24 days annual leave (+ public holidays) -24/7 Employee Assistance Program and access to mental wellbeing app -2 corporate social responsibility days per year -Life Cover equivalent to 1.5 times annual salary -Gym membership discounts -Cycle to work scheme -Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes -Attractive Employee Referral Rewards Scheme -Holiday purchase scheme -Access to our growing employee networks including AccessAbility (representing those with physical and mental disabilities), Encompass (representing the LGBTQ+ community), RISE (representing people from ethnic backgrounds), WOMEN TOGETHER (representing women in Equans), Working Parents, and Young Professionals.

About Equans

-Teams across 20 countries design, build and operate complex systems—ranging from electrical networks to HVAC and robotics. -Typical flagship projects span high-voltage grids, data centres, EV charging, industrial cooling, fire safety and smart building tech. -A focus on industrial, energy and digital transitions positions the company as a key player in solar farms, smart factories and clean mobility. -Unusual strength in nuclear lifecycle services and clean-room engineering for pharma and microelectronics sets it apart.

Sector Specialisms

Security Clearance

-may require a disclosure check