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Job Title: Helpdesk Manager
Location: Bridgend, CF31 3WT (Hybrid – flexibility required)
Hours: Full-time, 40 hours per week, Monday–Friday, 8am–5pm
About the Role
JobMatcha are seeking a proactive Helpdesk Manager to join the Vinci team to lead our multi-disciplinary helpdesk team. You will manage day-to-day operations of a busy FM helpdesk, coordinating reactive and planned maintenance jobs, ensuring service excellence, and driving performance improvements.
Key Responsibilities
- Manage daily helpdesk operations, ensuring efficient job logging, allocation, and completion.
- Lead and develop a team of 6 helpdesk coordinators, including recruitment, training, and performance management.
- Liaise with engineers, contractors, and clients to deliver high service standards.
- Produce operational reports, monitor KPIs, and implement improvements.
- Ensure contract compliance, accurate CAFM use, and support client review meetings.
What We’re Looking For
- Proven experience managing a facilities or maintenance helpdesk (3+ years).
- Strong knowledge of CAFM systems/helpdesk platforms.
- Excellent people management and customer service skills.
- Strong communication, organisation, and problem-solving abilities.
Desirable
- Experience within railway or FM environments.
- IWFM or facilities management-related qualification.
- Familiarity with ISO standards, PUWER, or LOLER.
Apply Now if you are interested.
