Job Purpose
The Helpdesk Manager will lead and oversee Facility Management helpdesk operations, with a particular focus on supporting social housing contracts. The role ensures efficient, timely, and high-quality handling of service requests and incident management for residential clients, including coordination with internal teams and external service providers. Core aspects include workflow management, optimizing resident communication, and promoting continuous improvement for client and tenant satisfaction.
Key Responsibilities
- Manage the FM helpdesk team, including scheduling, training, and performance management.
- Oversee and optimize workflow management for FM service requests, incident tickets, and service escalations relating to social housing projects.
- Serve as primary contact for stakeholders—residents, housing officers, property managers, and contractors—ensuring robust and empathetic communication.
- Implement and maintain helpdesk software and ticketing systems for streamlined service and regulatory reporting relevant to social housing.
- Collaborate with technical FM teams (e.g., repairs, cleaning, safety checks, compliance) to prioritize tasks, ensuring legal obligations are met for social housing stock.
- Monitor and analyze helpdesk KPIs such as response/resolution times, Right to Repair compliance, and customer/resident feedback.
- Develop and enforce service level agreements (SLAs) and operational procedures tailored to social housing needs and contractual requirements.
- Identify process bottlenecks and implement continuous improvement initiatives to enhance workflow, resident engagement, and service quality.
- Ensure compliance with all statutory obligations, safeguarding, and health & safety policies relevant to social housing environments.
Required Skills and Qualifications
- Proven experience managing helpdesk or service desk operations, preferably in Facility Management for social housing or residential property services.
- Strong understanding of FM service delivery models, especially within social housing, housing associations, or local authority environments.
- Excellent leadership and people management capabilities.
- Familiarity with helpdesk/ticketing systems and workflow tools widely used in the social housing sector.
- Strong organizational, communication (written and verbal), and client-facing skills, with sensitivity to the needs of diverse resident populations.
- Experience with statutory compliance (e.g., Right to Repair, gas servicing, electrical safety) in social housing.
- Comfortable analyzing KPIs/SLAs and driving improvements.
- Degree or certification in Facility Management, Housing, Business Administration, or related field preferred.
- Experience with digital FM and housing management platforms (e.g., Northgate, Orchard, MRI, Civica, or similar).
- Practical understanding of sector standards (e.g., Decent Homes Standard, NHF Code of Conduct) and safeguarding processes.
- Ability to lead resident engagement and change management initiatives.
- Commitment to social value, diversity, and inclusion within FM and housing services.
- Level 3 or equivalent in Leadership Management
For more information reach out on shorath.aruh@guidantglobal.com or +44161 527 9451
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