The role

What the job actually involves.

Our Cramlington operational hub provides central call handling, CAFM systems governance and service delivery coordination across a multi-site estate of commercial, industrial and public sector contracts in the North East. Joining the leadership team, you will keep operational performance high, SLAs tight, and service standards strong across the central helpdesk.

You will lead the regional helpdesk and a team of 8 to 12 helpdesk coordinators and contract support staff. Day to day that means managing inbound reactive and PPM job flows, improving how the CAFM system allocates, prioritises and dispatches work, monitoring team KPIs against contractual SLAs, handling senior client escalations, overseeing weekly billing and job closures, using operational data to find bottlenecks, and leading and developing the team.

Within six months you will know the contract portfolio well, have strong daily working relationships with regional operations managers and client FM leads, and keep open job queues low across all accounts. The role is open because of contract expansion and new site wins across Northumberland and Tyne and Wear.

What we are looking for

Proven track record as a helpdesk manager, CAFM supervisor or customer service lead in facilities management, property maintenance or building services
Advanced hands-on experience with major CAFM systems such as Concept Evolution, Maximo or Planet FM, plus strong Excel and reporting
A resilient, empathetic leader who handles high volume calmly, sets the team culture by example, and stays customer focused

Package

Salary £32,000 to £36,000 per annum depending on experience
37.5 hours a week, Monday to Friday, standard office hours
25 days annual leave plus bank holidays
Contributory company pension
On-site parking, life assurance, employee assistance programme, structured FM career progression

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Helpdesk Manager

What the job actually involves.

What we are looking for

Package

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