Job Description

Job Introduction

Pinnacle Group is looking for an experienced Facilities Helpdesk Manager, office-based in Morley, LS27. This is to lead a technical support team of Helpdesk Supervisor, Operatives and Admin Officer.



You will be joining our Total FM team, who provide integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best.



You will be responsible for the administrative services of the contracts being delivered robustly, ensuring the services are consistently high-quality, reliable, efficient, and resilient, even in the face of challenges.



This responsibility requires implementing strong systems, clear policies, and developing staff skills to maintain operational excellence and adapt to changing circumstances.

Who we are

Pinnacle Group is a leading UK private sector provider of housing and neighbourhood services, managing and maintaining communities where people live, learn, work and play.


We're a people-first organisation with a values-driven culture that has remained consistent for thirty years, living through how we treat our employees and our customers.

Who we're looking for

We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities.

Key responsibilities will include:

Managing, leading and supporting a team of Helpdesk & Admin Support operators by providing mentoring, training, and conducting performance evaluations Troubleshooting and resolving technical issues, managing escalations or complaints and ensuring any issues are resolved promptly Preparing and issuing PayMech reports to feed into Daily, Monthly, Quarterly and Annual reporting. Develop robust helpdesk processes, document and audit them Providing management of the CAFM system to ensure consistency across the business Monitoring operations - ensuring tasks are addressed promptly and processes are followed within the specific service standard KPI's. Communicating with clients and providing in-person, phone and report support, if required. Managing escalations or complaints and ensuring any issues are resolved promptly. Continuous analysis of helpdesk data to streamline performance and increase productivity. Serving as the helpdesk liaison for the business Ensuring effective delivery of the PPM technical process.

Key requirements will include :

Demonstrate previous experience within Facilities Management for at least 2 years essential
Experience with working and understanding helpdesk software (CAFM) Effective communicator and leader with a proactive can-do approach to management Regularly discuss performance with staff and take practical steps to realise the potential of self and others Experience in producing accurate monthly contractual reporting. Have a strong technical background and extensive customer service experience. Excellent IT skills, intermediate level (Word and Excel). Excellent communication and interpersonal skills Demonstrable staff management skills

Our offer

The more diverse our workforce, the better we can adapt to and reflect the needs of our customers.


We welcome applications from all backgrounds - particularly from those who represent the communities we serve.


As a colleague, you will become part of an inclusive culture where you will have the opportunity to achieve your full potential and enhance your career through learning and development.


We offer a wide range of benefits at Pinnacle Group, depending on your role or business area. These range from additional leave packages to pension plans and discounts at your favourite retailers.

Maternity/paternity packages Flexible Working Arrangements Life Assurance Enhanced Pension Scheme Additional Annual Leave Private Medical Insurance Cycle to Work Scheme Employee Assistance Programme Retail Discounts Childcare Assistance Season Ticket Loans Sick Pay Schemes * Personal Development Plans