Job Description

Job Category: Administration
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JOB DESCRIPTION
Job Title: CAFM & Helpdesk Lead (Crown Estate Contract)
Purpose of Job
To lead and oversee the performance of the Helpdesk team, ensuring all client requests are actioned promptly, data is accurately captured, and service delivery meets SLAs. This role provides line management and escalation support, facilitates training, and champions a culture of service excellence. In addition to championing the accuracy of asset data and PPM Schedules.
A key part of this role is to collate, analyse, and present operational data to support informed decision-making. The postholder will interpret performance trends, identify opportunities for improvement, and clearly communicate insights to the Helpdesk and wider operational teams, ensuring data is used effectively to drive efficiency and service excellence.
Key Responsibilities:

• Line management of Helpdesk Operators including performance reviews and workload distribution.
• Act as escalation point for client or internal issues relating to Helpdesk function.
• Ensure all calls and tasks are processed in line with SLA/KPI requirements.
• Monitor and manage daily WIP reports, ensuring task ownership and completion.
• Liaise with engineers, Contract Managers, and sub-contractors to ensure timely service delivery.
• Validate and review reactive and PPM logs for compliance.
• Provide training and onboarding for new staff within the Helpdesk team.
• Support with training operators on the CAFM System.
• Support reporting and data accuracy across Vantify/Elogbooks, RiskWise, and other systems.
• Collate and interpret data from multiple systems to identify trends, highlight risks, and support operational decision-making.
• Present clear, actionable insights and performance summaries to Helpdesk and operational teams.
• Identify and drive continuous improvement across Helpdesk operations.
• Act as the system owner and super-user for the CAFM platform (Vantify/Elogbooks).
• Maintain and update asset registers and PPM schedules.
• Produce detailed and summary reports to support operational decisions.

Accountabilities

• Reporting to the Performance Manager.

• Working closely with the Performance Manager.

• This post carries no direct budgetary responsibility.

Person Specification / Attributes Required Education
Required Skills & Experience:

• Proven Helpdesk or Customer Service Lead experience.
• Strong leadership and communication skills.
• Advanced understanding of CAFM systems (Vantify/Elogbooks preferred).
• Data-driven mindset with attention to accuracy and detail.
• Ability to manage priorities in a high-pressure environment.
• Knowledge of FM terminology and engineering environments advantageous.
• A strong understanding of data presentation

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success!
About Us: BGIS is a global leader in integrated facility management services. Offering a full range of facility and real estate management services, BGIS partners with clients globally to bring forward innovative solutions.
About the Team: BGIS is a global leader in the provision of Facility Management, Project Delivery, Energy & Sustainability, Asset Management, Workplace Advisory, and Real Estate Services. With a combined team of over 8,000 globally, BGIS relentlessly focuses on delivering innovative service solutions that create value for its clients. Globally, BGIS manages over 30,000 facilities totalling more than 320 million square feet across several markets including government, higher education, utilities, telecommunications, financial services, oil & gas, healthcare and cloud enterprise. In addition to managing a diverse portfolio of corporate offices, retail, colleges, hospitals and industrial assets, BGIS is a world leader in the management of data centers and other critical environments.

Skills Required