Helpdesk Manager

Description:

Job Description: Helpdesk Manager

Start Date: ASAP – 2 November 2026
Contract Duration: 4 months
Pay Rate: PAYE rate as advertised
Working Hours: Monday to Friday, 08:00–17:00, with a 1-hour unpaid break
Employment Type: Temporary Contract

Job Overview

We are seeking an organised, proactive and customer-focused Helpdesk Manager to oversee the day-to-day operations of a busy helpdesk function. The successful candidate will be responsible for managing incoming requests, coordinating Planned Preventative Maintenance (PPM) scheduling and compliance, maintaining accurate records within the CAFM system, and managing a small administrative team.

The ideal candidate will have excellent communication and organisational skills, strong IT proficiency and the ability to work independently in a fast-paced, high-pressure environment. Experience with CAFM systems, particularly IBM Maximo or Maximo Application Suite (MAS), would be highly advantageous.

Key Responsibilities

* Helpdesk Management: Oversee daily helpdesk operations, ensuring enquiries, service requests and maintenance issues are logged, prioritised and resolved efficiently.

* Team Management: Supervise and support a small administrative team, allocating workloads, monitoring performance and ensuring tasks are completed to the required standard.

* PPM Scheduling and Compliance: Coordinate Planned Preventative Maintenance schedules, monitor compliance and ensure maintenance activities are arranged and recorded within the required timeframes.

* CAFM System Management: Use the CAFM system to log, track, update and report on maintenance requests, work orders and associated activities. Experience with IBM Maximo or MAS is desirable.

* Customer Service: Deliver a high standard of customer service, responding professionally and promptly to internal and external enquiries.

* Communication: Maintain clear and effective written and verbal communication with customers, contractors, engineers and other stakeholders.

* Organisation and Prioritisation: Manage multiple tasks simultaneously, prioritising urgent requests and ensuring deadlines and service requirements are met.

* Problem Solving: Accurately assess issues, identify appropriate solutions and direct requests to the relevant teams or resources when necessary.

* Administration and Reporting: Maintain accurate records, update databases, prepare reports and ensure all relevant documentation is completed and accessible.

* Independent Working: Take ownership of responsibilities, use initiative and work effectively with minimal supervision.

Essential Skills and Experience

* Strong IT literacy and proficiency in Microsoft Office applications, particularly Word, Excel, Outlook and SharePoint.

* Previous experience in a helpdesk, facilities management, maintenance coordination or administrative supervisory role.

* Excellent customer service skills, with a professional and customer-focused approach.

* Outstanding written and verbal communication skills.

* Exceptional organisational skills, with the ability to multitask, manage competing priorities and work efficiently under pressure.

* Strong problem-solving skills, including the ability to assess issues accurately and direct them to the appropriate resources.

* Ability to manage and support a small administrative team.

* Ability to work independently, demonstrate initiative and manage workloads without close supervision.

* A proactive, reliable and flexible approach to work.

Desirable Experience

* Experience using a CAFM (Computer-Aided Facilities Management) system.

* Previous experience with IBM Maximo or Maximo Application Suite (MAS).

* Knowledge of PPM scheduling, maintenance workflows and compliance monitoring.

* Experience within facilities management, building maintenance or a similar service-led environment.

What We Offer

* A four-month temporary contract.

* PAYE rate as advertised.

* Standard working hours of 08:00–17:00, Monday to Friday, with a one-hour unpaid break.

* An opportunity to take ownership of helpdesk operations and support a dedicated administrative team