Helpdesk Manager
CV-LibraryNE1, Newcastle upon Tyne, Tyne & WearpermanentPosted: 18 June 2026
Apply NowWe are seeking a results-driven Helpdesk Manager to lead our central Facilities Management (FM) Helpdesk. The helpdesk acts as the core operational hub for our building services, processing end-to-end maintenance and estates workflows for our clients.
You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.
Key Responsibilities
*
Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.
*
SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.
*
CAFM System Ownership: Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.
*
Escalation & Client Care: Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.
*
Financial Administration: Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.
Person Specification
*
Management Experience: Proven track record managing a helpdesk, customer service team, or busy office—ideally within Facilities Management or Property Services.
*
Software Competency: Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).
*
Contractual Awareness: Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.
*
Communication & Leadership: Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.
Desirable Criteria:
*
Previous experience within a commercial property management or building services environment.
*
Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.
If you are an experienced Helpdesk Manager with facilities management & maintenance experience apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation
You will take full operational ownership of the department—leading a high-performing helpdesk team, managing service escalations, monitoring performance metrics, and optimizing our central CAFM system to ensure all tasks are resolved within contractual SLAs and KPIs.
Key Responsibilities
*
Team Leadership: Direct, motivate, and coach the helpdesk team. Set clear performance targets, manage staff schedules, and oversee training and annual appraisals.
*
SLA & KPI Compliance: Monitor operations to ensure all reactive and planned preventative maintenance (PPM) tasks are addressed efficiently. Analyze trends to drive continuous service improvement.
*
CAFM System Ownership: Act as the internal system expert. Ensure data integrity, audit the asset database, oversee upgrades, and train staff on system functionality.
*
Escalation & Client Care: Resolve complex customer complaints or service delays. Maintain strong relationships with clients, contractors, and technical supervisors.
*
Financial Administration: Oversee the coding and processing of invoices, manage monthly financial reports (rechargeable works, accruals), and control department procurement.
Person Specification
*
Management Experience: Proven track record managing a helpdesk, customer service team, or busy office—ideally within Facilities Management or Property Services.
*
Software Competency: Direct experience working with CAFM, IWMS, or CRM data systems, alongside overall computer literacy (Excel, Word).
*
Contractual Awareness: Practical experience working with maintenance frameworks, tracking KPIs, and managing workflows via mobile/PDA engineering systems.
*
Communication & Leadership: Exceptional interpersonal skills. Comfortable addressing senior stakeholders, translating technical data into clear reports, and leading a team under pressure.
Desirable Criteria:
*
Previous experience within a commercial property management or building services environment.
*
Knowledge of performance metrics platforms (such as Power BI) or team-coaching frameworks.
If you are an experienced Helpdesk Manager with facilities management & maintenance experience apply online today or contact Astrid Camacho at Branta Recruitment for a confidential conversation