Facilities Helpdesk Manager
Permanent | Full-time
Salary: £50,000 - £55,000 + Car Allowance
Location: Denton, M34 2GP (flexible working pattern, however, preference is for daily visibility)
Vinci is hiring an experienced Facilities Helpdesk Manager to lead a 24/7, 365-days-a-year helpdesk operation in Denton.
This is a crucial role ensuring the smooth and efficient coordination of reactive and planned maintenance requests for multiple nationwide retail and commercial clients.
You will lead and manage the helpdesk team (30 operators), ensuring efficiency and high service levels while overseeing daily operations such as call handling, ticketing, and issue resolution.
Acting as the main escalation point, you will drive process improvements to enhance performance and customer satisfaction.
You will monitor KPIs, generate performance reports, and collaborate with other departments to optimise service delivery.
To effectively manage the team, you’ll need flexibility in your working hours, including occasional evenings, nights, and weekends, as the helpdesk operates around the clock.
What We’re Looking For
* Experience managing a 24/7 helpdesk or customer service team (up to 30 people) within facilities management or a service industry
* Strong leadership and people management skills, with the ability to engage with staff across different shifts
* Excellent communication and organisational abilities
* Ability to analyse data, track performance, and drive improvements
* Experience with CAFM systems is desirable but not essential
* A flexible approach to working, including spending time with the out-of-hours team as required
Why Join Us?
* Be part of a leading facilities management company with strong career growth opportunities
* A dynamic and fast-paced environment where no two days are the same
* Work with a supportive team dedicated to delivering excellence
Apply today! If you have the skills and experience to excel in this role, we’d love to hear from you.