Helpdesk & Performance Manager

  1. Facilities Management

1 month ago

Expires on 04/15/2024

  • 50-55,000
  • London
  • Permanent
  • Liam Roberts

Mainstay Recruitment is currently working with a progressive company operating within the Facilities Management industry dealing with Electrical and Mechanical works for commercial properties who are looking to recruit for a Helpdesk & Performance Manager.

As the Helpdesk & Performance Manager you will be responsible for the Helpdesk team and will monitor the performance of maintenance across contracts ensuring KPIs/SLAs are bring met.


  • As the Helpdesk & Performance Manager you will be responsible for all Helpdesk employees ensuring they deliver high-quality service to all clients.
  • You will manage the process of reactive call management including the logging of jobs through to the operational team the uploading of relevant documentation and ensuring customer expectations and satisfaction are met.
  • You will also have control and management of planned maintenance scheduling ensuring all work is logged and closed with correct documentation such as compliance documents.
  • As the Helpdesk & Performance Manager, you will be required to create daily, weekly, and monthly reporting of helpdesk stats.
  • You will also be required to put together performance plans to help improve poor-performing areas.
  • You will have daily communication with operational teams to help drive performance.
  • You will have a responsibility to help try and improve KPI/SLAs with operational teams.
  • As the Helpdesk & Performance Manager, you will build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments. Ensure all are laid out, and tracked, management plans and updates to client and account leads are regular and proactive


  • The relevant candidate will have experience as a Helpdesk Manager for a service provider.
  • The relevant candidate will have strong analytic skills to help guide the annual and long-term plans that will contribute to commercial developments.
  • You will have experience in managing KPI/SLAs performance in line with contractual agreements.

Our Facilities Management Specialist

Liam Roberts

Liam is a recruitment consultant in our Facilities Management team. He started at Mainstay in early 2022 and quickly picked up the industry. He recruits for a variety of roles, from engineers to senior appointments in both the private and public sector.

Contact Liam Roberts for more information about this job.

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