Helpdesk Manager

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.

The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customer's expectations.

The post holder will manage and maintain the helpdesk's CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function., Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.

Manage escalated issues and ensure timely resolution, following established escalation procedures.

Monitor helpdesk performance, identify trends and drive continuous improvement.

Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.