My client, a leading maintenance provider, are recruiting for an experienced Facilities Helpdesk Manager to manage their busy team based in Maidstone, Kent.
This is an excellent opportunity for an experienced facilities or maintenance professional who has a strong background in managing a busy helpdesk operation, scheduling engineers and tradespeople, and ensuring planned and reactive maintenance works are delivered efficiently.
The successful candidate will be responsible for the day-to-day management of the helpdesk team, ensuring all maintenance requests are logged, prioritised, scheduled and completed within agreed timescales and service levels.
Key responsibilities
- Manage and lead a busy facilities helpdesk team, ensuring workloads are effectively managed and service levels are maintained.
- Schedule and coordinate engineers, plumbers, electricians and other tradespeople.
- Allocate reactive and planned maintenance works based on priority, location, availability and required skill set.
- Manage the scheduling and delivery of PPM programmes, ensuring all planned preventative maintenance is completed within required timescales.
- Monitor outstanding jobs and ensure engineers and contractors are completing works within agreed SLAs.
- Liaise with engineers, tradespeople, contractors, clients and customers to ensure smooth delivery of maintenance services.
- Raise purchase orders for works, materials and services.
- Liaise with suppliers and contractors regarding quotations, works, costs and purchase orders.
- Monitor job progress and proactively chase overdue or outstanding works.
- Ensure all jobs are accurately recorded and updated on the CAFM or job management system.
- Monitor helpdesk performance against agreed KPIs and SLAs.
- Produce reports relating to workload, PPM completion, reactive maintenance and overall helpdesk performance.
- Deal with incoming calls, emails and maintenance requests, ensuring they are prioritised appropriately.
- Reallocate jobs and resources where required to ensure deadlines are achieved.
- Support the management of contractors and monitor their performance.
- Work closely with the wider facilities and maintenance teams to resolve operational issues.
- Identify opportunities to improve helpdesk processes, efficiency and customer service.
- Ensure all works are carried out in line with company procedures, health and safety requirements and contractual obligations.
The successful candidate will have previous experience working within a facilities management, maintenance or property services environment, ideally within a busy helpdesk or scheduling role.
You will ideally have:
- Previous experience managing or supervising a busy helpdesk team.
- Strong experience scheduling engineers, plumbers and other tradespeople.
- Experience within a facilities, maintenance or property services environment.
- Good knowledge of reactive and planned maintenance.
- Experience managing PPM schedules.
- Experience raising and managing purchase orders.
- Strong organisational and time management skills.
- Excellent communication and customer service skills.
- The ability to prioritise a busy workload and work effectively under pressure.
- Experience working with contractors, engineers and suppliers.
- Good IT skills and experience using CAFM or job management systems.
- A proactive approach with excellent attention to detail.
- The ability to lead, motivate and manage a busy team.
- Salary up to £45,000 per annum, depending on experience.
- Permanent, full-time position.
- Based in Maidstone, Kent.
- Monday to Friday working hours.
- Opportunity to join a leading maintenance provider.
- Excellent opportunity for career progression.
- Supportive and professional working environment.
- Company benefits package