Northumbria Healthcare NHS Foundation Trust

Helpdesk Manager

The closing date is 08 March 2026

Job summary

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.

The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customer's expectations.

The post holder will manage and maintain the helpdesk's CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function.

Main duties of the job

Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.

Manage escalated issues and ensure timely resolution, following established escalation procedures.

Monitor helpdesk performance, identify trends and drive continuous improvement.

Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

About us

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.

Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our websitewww.nhfm.co.ukfor more information about who we are and benefits of working for us.

Date posted

25 February 2026

Pay scheme

Agenda for change

Band

Band 5

Salary

£31,049 to £37,796 a year pro rata per annum

Contract

Permanent

Working pattern

Full-time, Flexible working

Reference number

319-7809362SC

Job locations

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Job description

Job responsibilities

The post holder is responsible for maintaining a high level of customer focus with the NHFM helpdesk team, ensuing calls are answered in a polite and efficient manner.

Ensure adherence to contractual obligations, KPIs and SLAs.

Ensuring accuracy and integrity of data within the CAFM system, including system upgrades and enhancements.

Working with other teams and stakeholders to ensure the CAFM system effectively supports estates and facilities management operations.

Manage and maintain standard operating procedures.

Ensuring compliance with relevant regulations and standards.

Job description

Job responsibilities

The post holder is responsible for maintaining a high level of customer focus with the NHFM helpdesk team, ensuing calls are answered in a polite and efficient manner.

Ensure adherence to contractual obligations, KPIs and SLAs.

Ensuring accuracy and integrity of data within the CAFM system, including system upgrades and enhancements.

Working with other teams and stakeholders to ensure the CAFM system effectively supports estates and facilities management operations.

Manage and maintain standard operating procedures.

Ensuring compliance with relevant regulations and standards.

Person Specification

Qualifications

Essential

Educated to A- level, or level 3 qualifications or equivalent.
Knowledge of a range of trust policies and management procedures.

Experience

Essential

Previous experience/knowledge in managing a team/department
Proven experience in working with CAFM/IWMS systems.

Desirable

Previous experience within property management environment
Knowledge of or experience in coaching and mentoring practices and tools.
Knowledge of or experience in Quality improvement tools, techniques and methods.

Person Specification

Qualifications

Essential

Educated to A- level, or level 3 qualifications or equivalent.
Knowledge of a range of trust policies and management procedures.

Experience

Essential

Previous experience/knowledge in managing a team/department
Proven experience in working with CAFM/IWMS systems.

Desirable

Previous experience within property management environment
Knowledge of or experience in coaching and mentoring practices and tools.
Knowledge of or experience in Quality improvement tools, techniques and methods.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)

Employer details

Employer name

Northumbria Healthcare NHS Foundation Trust

Address

Northumbria Manufacturing & Innovation Hub

Avenue Road

Seaton Delaval

NE25 0QJ

Employer's website

https://www.northumbria.nhs.uk/ (Opens in a new tab)