Helpdesk Manager

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

Location: CF31, Coychurch, GB

Posted Date: 9/14/2025