Office Manager

Transport for Wales is seeking a proactive and organised Helpdesk Manager to oversee the day-to-day operations of the helpdesk supporting reactive and planned maintenance across stations, depots, and associated infrastructure. This role also includes managing wider contracts related to Government and historical monument properties. The successful candidate will be responsible for allocating and tracking maintenance jobs, ensuring timely completion and high standards of service delivery. This is a hybrid role based in Bridgend, Wales, offering a temporary to permanent opportunity for the right candidate.

The Helpdesk Manager will lead coordination between multiple teams and contractors, maintain accurate records, and ensure compliance with service level agreements. Strong communication and leadership skills are essential to manage workflows effectively and maintain excellent stakeholder relationships.

Key Responsibilities
Manage daily helpdesk operations, including allocation and tracking of reactive and planned maintenance jobs
Oversee maintenance activities across stations, depots, and supporting infrastructure
Coordinate with contractors and internal teams to ensure timely job completion
Maintain accurate records and update job tracking systems
Monitor compliance with service level agreements and escalate issues as necessary
Support contract management for Government and historical monument properties
Provide regular reports on helpdesk performance and maintenance activities
Foster a customer-focused environment ensuring high standards of service delivery
Skills
Proven experience in helpdesk or facilities management operations
Strong organisational and multitasking abilities
Excellent communication and interpersonal skills
Ability to manage and prioritise workloads effectively
Experience in maintenance job allocation and tracking
Knowledge of contract and stakeholder management
Proficient in Microsoft Office (Excel, Outlook, Word)
Ability to work independently and as part of a team
Problem-solving and decision-making skills
Adaptability to hybrid working environment

Software/Tools
Microsoft Office Suite (Excel, Outlook, Word)
CAFM or similar maintenance management systems (desirable)


Please send CV's to (url removed)