Facilities Helpdesk Manager

Job Title: Helpdesk Manager (Crown Estate Contract)
Location: Central London
Type: Full‑Time, Permanent
We are looking for an experienced Helpdesk Manager to lead our Helpdesk operations on the prestigious Crown Estate contract. This role is responsible for driving service excellence, ensuring accurate workflow management, and delivering high‑quality data insights that support operational decision‑making.
Purpose of the Role
The Helpdesk Manager will oversee the performance of the Helpdesk team, ensuring all client requests are actioned promptly, data is accurately captured, and service delivery meets contractual SLAs.
A key part of this role involves collating, analysing, and presenting operational data to inform decision‑making. The postholder will monitor performance trends, identify areas for improvement, and communicate insights clearly to both Helpdesk and operational teams.
Key Responsibilities
* Line management of Helpdesk Operators, including coaching, performance reviews, and workload allocation.
* Act as the primary escalation point for client and internal Helpdesk issues.
* Ensure all calls, requests and tasks are logged, monitored, and completed in line with SLA/KPI requirements.
* Manage daily workflows, ensuring clear ownership, prioritisation, and timely resolution of tasks.
* Work closely with engineers, Contract Managers and subcontractors to ensure coordinated service delivery.
* Validate Reactive and PPM records for accuracy and compliance.
* Provide onboarding, training and continuous support for the Helpdesk team.
* Support the effective use of the CAFM system across the Helpdesk (Vantify/Elogbooks).
* Produce clear performance summaries and present operational insights to management and contract teams.
* Identify and deliver continuous improvement initiatives across the Helpdesk function.
* Act as the system owner and super‑user for the CAFM platform.
Cross‑Functional Responsibilities
* Provide cover for the Data & Performance Manager during periods of absence, ensuring continuity of reporting, data analysis and operational insight.
Accountabilities
* Reports to the Data & Performance Manager.
* Works closely with the Data & Performance Manager and wider contract team.
* This role carries no direct budget responsibility.
Person Specification
Required Skills & Experience
* Proven experience in a Helpdesk or Customer Service leadership role.
* Strong leadership, communication and stakeholder management skills.
* Advanced understanding of CAFM systems (Vantify/Elogbooks preferred).
* Highly data‑driven, with excellent attention to accuracy and detail.
* Ability to manage competing priorities in a fast‑paced environment.
* Knowledge of Facilities Management terminology and engineering environments (advantageous).
* Strong capability to interpret, analyse and present data clearly and meaningfully.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK