Helpdesk Manager

Kudos Services is a well-established Facilities Management company working within the Healthcare Sector to deliver a high-quality Facilities Management service across 35 NHS LIFT buildings across the Northwest & London areas on behalf of its client, and is currently seeking a Helpdesk manager to join the team in Warrington. As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You’ll manage the CAFM system (Concept), overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery. You will play a key part in compliance oversight, working closely with the Contract Manager and National Operations Manager to ensure contractual obligations are met as per the Facilities Maintenance Agreement’s. You will also be accountable for some financial responsibilities within the role including approvals & purchase orders, helping to optimise cost efficiencies. Additionally, reporting will be a crucial aspect of your role, as you oversee the production of monthly contractual reports, compliance tracking, and performance reports. As you will be leading the helpdesk team, you will have overall responsibility for encouraging growth and development, conducting regular one-to-one meetings (121s), identifying training needs, and providing opportunities for professional advancement.