Description And Requirements
Skanska, one of the world’s largest development and construction companies, dates back 135 years and had a 2021 revenue of around £12.5 billion. We have 3,300 experts in the UK alone, could joining us be your next career move?
Our Building Services division provides complete Facilities Management of properties throughout the UK, providing mechanical and electrical engineering support, cleaning, catering and grounds maintenance on a planned and reactive basis, using technological solutions to manage our teams in the most efficient ways.
We are looking for an Helpdesk Manager to join the Facilities Maintenance team on one of our projects in Bristol. This is a pivotal leadership role responsible for ensuring the seamless and efficient management of reactive maintenance and Planned Preventative Maintenance (PPM) across a complex multi-site portfolio.
You will play a central role in the day-to-day coordination and delivery of FM services—leading and developing a high-performing team of Helpdesk and PPM Coordinators. Your focus will be on driving operational excellence, ensuring all works are managed and completed in line with defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This includes the prompt logging, allocation, tracking, and closure of maintenance and reactive tasks while actively monitoring performance to identify service gaps, backlog risks, and opportunities for improvement.
What you’ll do: Oversee and manage the FM Helpdesk function, ensuring timely logging, allocation, and closure of reactive and PPM work orders.
Lead a team of 3: two Helpdesk Coordinators and one PPM Coordinator, providing day-to-day supervision, mentoring, and performance reviews.
Monitor contractor performance and manage quotation processes including maintaining the enhanced DBS register.
- Maintaining up to date asset register including including processing of additional assets onto the CAFM system and removal/updates to existing assets
Produce and manage monthly performance reports, including:
- Contract Performance Reports
- Unavailability Reports
- AD (Authority Damage) Register
Oversee handling of all compliments and complaints, ensuring timely resolution and closure.
Maintain and monitor Toolbox Talk records and registers.
Review and approve all reactive maintenance contractor invoices.
Support the Commercial Manager and Procurement team with contract renewals and contractor documentation, including PQQs.
What you’ll bring to the role:
Essential –
Proven experience in Facilities Management or similar Helpdesk/Service Desk role.
Strong knowledge of PPM/reactive maintenance frameworks and compliance standards.
Experience managing a helpdesk team and coordinating across multiple sites.
Excellent stakeholder engagement and contractor management experience.
Ability to produce and present detailed performance reports.
Experience managing complaints, service recovery, and customer engagement.
Strong administrative, organisational, and communication skills.
Desirable –
Familiarity with CAFM or similar maintenance management systems.
Equal opportunities
We thrive through embracing differences, whether they be social backgrounds, ethnicity, disability, gender identity or expression, age, religion, sexual orientation and any other protected characteristic – we know that diversity opens a rich potential for new ways of thinking, helping us to build successful and high-performing teams. We call it Naturally Skanska.
Flexible working
We welcome you to ask about flexibility at interview stage and we will explore what is possible for the role.
Reasonable adjustments
We would like you to perform at your best at every stage of our recruitment process. Please contact us using
[email protected] if you require any adjustments that would support you throughout your application.
More Information About The Role
Please note this is an advert for our job vacancy, and therefore may not be inclusive of all assigned duties, responsibilities, or aspects of the role described, and may be amended at any time at the sole discretion of Skanska. For a full role profile, please contact us:
[email protected]Closing date
The closing date for this vacancy may be subject to change any time at the sole discretion of the business.
We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant. 
