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Helpdesk Manager

Customer Service Performance & Helpdesk

Location:  University Park
Salary:  £33,348 to £43,155 per annum (pro-rata if applicable) depending on skills and experience. Salary progression beyond this scale is subject to performance.
Closing Date:  Tuesday 06 June 2023
Reference:  NHE160523

The Estates and Facilities Department at the University of Nottingham provides strategic and operational services support to the University infrastructure, buildings, and landholdings. We are a large and diverse department employing approximately 1200 people and provide a wide range of services across our U.K sites.

We are looking for an experienced operational manager to oversee our busy Helpdesk function with responsibility for the Computer-Aided Facility Management (CAFM) System, processing large amounts of works requests to the Estates & Facilities Service teams on a daily basis. You will support University staff and students by ensuring all planned and reactive maintenance work is undertaken in a timely manner and to a high standard across our UK Estate and will review services and procedures, identifying best practice and making recommendations for continuous improvements where required.

As an experienced leader you will manage and mentor the Helpdesk Operatives developing professional capabilities and fostering a can-do culture within the team while ensuring all activities meet operational, environmental, sustainability and customer service delivery standards in line with stated service level agreements. You will prepare operational reports and indicate progress and trend analysis to Senior Estates Managers providing regular performance reports to the Campus Service Managers on the performance of teams and contractors against specified Key Performance Indicators.

Candidates should have significant experience in a similar role or have proven track record of relevant work experience demonstrating practical and theoretical knowledge in a Facilities Management discipline and have a demonstrable proven commitment to deliver a high-quality professional service to a diverse range of customers. A proven track record of managing, motivating, engaging, recognising, empowering and communicating effectively with large complex teams is also essential for this post.

Further information on the duties for the post and the experience and qualifications required can be found on the attached job role profile.

This position is offered on a permanent basis. Hours of work are full time (36.25 hours per week) worked 5 days out of 7 to be arranged, mainly between 8.00am and 5.00pm Monday to Friday. Job share arrangements may be considered.

The University of Nottingham is committed to providing competitive employment packages whilst supporting the well-being of our staff to help them reach their full potential. We strive to provide a range of benefits and rewards, including leading fitness and health facilities, staff discounts and travel schemes. We also offer an excellent holiday allowance of 30 days per year, plus additional university closure days and bank holidays.

Informal enquiries may be addressed to Robert Williams, email ROBERT.WILLIAMS@NOTTINGHAM.AC.UK. Please note that applications sent directly to this email address will not be accepted. Please quote ref. NHE/160523

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Our University is a supportive, inclusive, caring and positive community. We warmly welcome those of different cultures, ethnicities and beliefs – indeed this very diversity is vital to our success, it is fundamental to our values and enriches life on campus. We welcome applications from UK, Europe and from across the globe. For more information on the support we offer our international colleagues, see our Moving to Nottingham pages.

Please note that applicants for this post will be considered on an equal basis, subject to the relevant permission to work in the UK as defined by the requirements set out by UK Visas & Immigration.  Please visit: for more information.

For successful international applicants, we provide financial support for your visa and the immigration health surcharge, plus an interest-free loan to help cover the cost of immigration-related expenses for any dependents accompanying you to the UK. For more information please see the our webpage on Financial support for visas and the immigration health surcharge.



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