Helpdesk Operations Manager

Benefits

Additional Information

Department: FM Helpdesk ______________ Company: Canary Wharf Management Limited ______________ Reporting to: Centralised Operations Manager ______________ JOB SUMMARY To oversees the daily running of the Facilities Management (FM) Helpdesk, ensuring high service standards, efficiency, and compliance. To lead and support staff, manage escalations and complaints, and drive continuous service improvement through collaboration across the business Working Hours: 8am - 5pm, Monday - Friday Salary Range (Subject to experience)- 52 - 55k 4 days in office, 1 day working for home MAIN RESPONSIBILITIES MAIN RESPONSIBILITIES 1. Provide day‑to‑day supervision of the FM Helpdesk and oversee operational delivery. 2. Line manager for Helpdesk staff, which includes maintaining departmental rotas and managing staff welfare. 3. Ensure the Helpdesk is fully resourced at all times and that phone lines are monitored, manned and answered promptly and professionally. 4. Act as the first escalation point for incident management, ensuring clear communication with stakeholders and senior management, escalating any complex, high‑risk or time‑critical incidents to the Centralised Operations Manager. 5. Ensure all task requests are logged, processed and closed in line with agreed procedures and service standards. 6. Monitor timekeeping, punctuality and productivity using call and system reporting tools. 7. Manage customer service delivery, responding to queries, complaints/ feedback and driving service improvement. 8. Coordinate closely with internal departments, and external partners to resolve issues and maintain service continuity. 9. Oversee office and operational administration relating to Helpdesk activity, including POs, contractor works and consumables. 10. Maintain continual performance management, ensuring any KPIs are met. 11. Carry out regular audits of Helpdesk processes and performance to ensure accuracy, consistency and compliance. 12. Ensure all procedures, guidance and working instructions are clearly documented, accessible and regularly reviewed. 13. Support Centralised Operations Manager with continuous improvement of Helpdesk and Control Centre systems, including system changes or migrations. 14. Support the Centralised Operations Manager with FM Helpdesk-related projects and initiatives, including piloting new processes, supporting system enhancements, and contributing operational insight to service improvement activity. 15. Provide supervisory support by coordinating day-to-day task priorities, reinforcing procedures, and escalating strategic decisions or resource-impacting matters to the Centralised Operations Manager, ensuring accountability for management decisions remains at the appropriate level. 16. Ensure compliance with Health & Safety policies, including reporting incidents, and risk assessments 17. Undertake any other reasonable duties as requested by the Centralised Operations Manager or Director of Operations. HEALTH SAFETY AND WELFARE RESPONSIBILITIES All staff are required to fulfil their legal duty to take reasonable care for the health and safety of themselves and others who may be affected by their acts and omissions - and to follow all guidance and instructions given in this respect. Further details regarding Health & Safety responsibilities are set out in the Health & Safety Policy in the Administrative Rules & Procedures, and the Health Safety & Welfare Manual. ENVIRONMENTAL RESPONSIBILITIES All staff are required to follow the CWG environmental policies for the minimisation of waste and effective energy management as defined in the CWG Environmental Manual and Company Environmental Plans. QUALITY MANAGEMENT RESPONSIBILITIES All staff are required to comply with CWG Quality Management System requirements detailed within the Company Quality Manual & Policies, and to ensure that all Procedures, Plans and Forms on SharePoint are effectively implemented to meet the set ISO 9001 Quality Management Standard. PERSON SPECIFICATION 1. Supervisory, management or leadership qualification (e.g. Level 2-3) or equivalent, with training in customer service excellence/customer experience 2. Working knowledge of health, safety and welfare responsibilities in an operational environment. 3. Proven experience as a line manager, responsible for a team of staff, including delivery of 1:1s, performance reviews, objective setting and day‑to‑day people management. 4. Demonstrated problem‑solving ability in high‑pressure, time‑critical situations, with sound judgement, clear decision‑making and appropriate escalation. 5. Confident managing attendance, absence and conduct, including early intervention, difficult conversations and escalation in line with policy and HR guidance. 6. Excellent written and verbal communication skills, with the confidence to liaise with senior operational stakeholders and act as an escalation point for service issues. 7. Strong understanding of a Facilities Management Customer Servi