We're looking for an experienced Facilities Helpdesk Manager to lead our 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 optimize 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.
Responsibilities
As above., We are VINCI Facilities - experts in the built environment. VINCI Facilities is a Facilities Management and Building Solutions provider, delivering cost-effective and sustainable bespoke solutions to customers in the public and private sectors. We are committed to working towards a lower carbon society, focusing on sustainable and innovative methods to exceed our partners' goals and add value for all stakeholders - and we were named the top-ranked FM service provider in the Sustainable FM Index for 2020. We put our people first. Always working as a team and collaborating from start to finish. We are the trusted expert in the built environment because we listen to our team and create a workplace that maximises their potential.
Fairness, Inclusion and Respect (FIR) at VINCI Facilities is about recognising and celebrating each other's differences and what they bring to the team. Harnessing this diversity and applying the experiences, abilities and unique qualities of individuals will enhance our business; therefore, we commit to equity of opportunity and fair treatment of all current and potential employees and encourage job applications from all.
Should you require any reasonable adjustments to be made as part of the application process please contact us directly.
VINCI recognises the importance of helping our employees balance their work and home life by offering flexible working arrangements across many of our roles which include working from home to enable employees to balance their working life with other priorities.

?? Experience managing a 24/7 helpdesk or customer service team (up to 30 people) within a 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
In return for your hard work we offer additional training and development, 26 days holiday (+ bank holidays), generous pension contribution, life assurance and much more.