Im recruiting for an experienced Helpdesk Manager to join a leading FM and services provider on a 12‑month fixed‑term contract based in Leeds. This position is central to the effective running of the planning function across social housing repair contracts. You'll ensure engineers are efficiently scheduled, workloads are balanced, and contractual performance targets are consistently achieved. Where resource levels don't match demand, you'll escalated issues and work collaboratively with operational teams to resolve them.
Key Responsibilities
- Lead and manage a team of Planners within the social housing repairs environment
- Ensure Planners are fully supported, trained, and meeting daily operational requirements
- Oversee holiday and sickness management to maintain service continuity
- Conduct monthly 1‑to‑1 performance reviews with each Planner
- Liaise with Supervisors and report deviations from agreed plans to the Operations Manager
- Record call statistics and carry out weekly and monthly performance spot checks
- Monitor overdue orders, order closures, cyclical maintenance tasks, and contract KPIs
- Produce monthly contractual reports and present them in service meetings
- Build strong working relationships with stakeholders and ensure KPI complianceProvide regular performance updates and improvement recommendations to the Operations Manager
What We're Looking For
- Experience managing a team of planners or administrators
- Background in maintenance, service delivery, or repairs scheduling
- Strong ICT skills, including experience with handheld technology
- Confident people manager with strong communication and leadership skills
- Experience managing subcontractor supply chains
- Good understanding of customer care and service delivery standards
- Strong administrative and record‑keeping skills
What's on Offer
- Competitive salary
- Pension scheme
- 24 days annual leave + public holidays
- Life cover (1.5x salary)
- 24/7 Employee Assistance Programme & wellbeing app
- Retail and brand discount schemes
- Gym membership discounts
- Cycle‑to‑work scheme
- Access to a wide range of learning and development opportunities
#J-18808-Ljbffr