FM Helpdesk Manager

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanent position. FM Helpdesk Manager Salary: £38,000 – £40,000 per annum Hours: 9am – 5pm or 8am – 4pm Location: Rotherham, S60 Reporting to: FM Helpdesk Manager Role Overview Our client is seeking an experienced and proactive FM Helpdesk Manager to oversee the day-to-day operation of a busy growing facilities helpdesk function. The successful candidate will manage a team of 4+ Helpdesk Advisors and 1 Accounts Administrator, ensuring the delivery of a professional, responsive, and customer-focused service. This role requires strong leadership, excellent communication skills, and the ability to manage performance, complaints, and operational processes within a fast-paced environment. Key Responsibilities Team Management & Leadership * Manage, motivate, and support a team of 4 Helpdesk Advisors and 1 Accounts Administrator. * Conduct regular one-to-one meetings, appraisals, and performance reviews. * Monitor team KPIs and service standards to ensure targets are achieved. * Identify training and development needs within the team. * Manage absence, conduct, and performance issues in line with company procedures. Helpdesk Operations * Oversee the daily running of the facilities helpdesk function. * Ensure all reactive maintenance requests and service calls are logged, prioritised, and completed within SLA targets. * Maintain accurate records and reporting through CAFM/helpdesk systems. * Ensure effective communication between clients, contractors, and internal departments. * Continuously review processes to improve efficiency and customer service delivery. Complaint Handling * Act as the main escalation point for customer complaints and service issues. * Investigate complaints thoroughly and provide timely resolutions. * Maintain professional relationships with clients and stakeholders. * Produce reports on recurring issues and recommend corrective actions. Financial & Administrative Duties * Support management of invoices, purchase orders, and account queries alongside the Accounts Administrator. * Monitor budgets and ensure accurate financial administration. * Assist with reporting on operational and financial performance. Person Specification Essential Skills & Experience * Previous experience managing a facilities or maintenance helpdesk team. * Strong people management and leadership experience. * Experience conducting appraisals and performance management processes. * Excellent complaint handling and customer service skills. * Strong organisational and multitasking abilities. * Confident using helpdesk/CAFM systems and Microsoft Office packages. * Ability to work under pressure and manage competing priorities. Desirable * Experience within facilities management, property services, or maintenance environments. * Knowledge of SLAs and KPI reporting. * Financial administration or accounts experience. Benefits Competitive salary of £38,000 – £40,000 Company pension Holiday entitlement 20 days plus stats, plus 2-3 over Xmas. Career development opportunities Supportive team environment