Job Description

Location: London, N19 5NX

Hours of work: 40

Contract Type: Permanent

We are seeking a Helpdesk CAFM Manager to lead the ISS Helpdesk and Switchboard services (Service Desk) at the North London Mental Health Trust.


This is a key role ensuring services are delivered to a high standard, meeting KPIs, and providing professional support to NHS Trust staff, patients, and visitors.

You will oversee the day-to-day running of the Service Desk, providing leadership and management to the team while maintaining strong client relationships.


A focus on service quality, confidentiality, and continuous improvement will be essential, alongside ensuring all work is delivered in line with Health & Safety, Security, Company, and Trust policies.


This is a fantastic opportunity for someone looking to progress their career within ISS, with opportunities to upskill and grow.


The role offers real variety, responsibility, and the chance to make a meaningful impact in a healthcare environment.

Key Responsibilities

Manage a team of three, overseeing task and call logs Monitor and report on daily KPIs using the MRI Evolution CAFM system Ensure smooth running of crash calls, switchboard and helpdesk functions Provide frontline telephone support to Trust staff, health partners and the public Handle day-to-day queries and deliver rapid responses to emergencies

Professional and Personal Competencies/Qualifications

Experienced with CAFM systems, ideally with MRI Concept Strong client-facing and stakeholder engagement skills Personable, approachable and team-focused Knowledge of Hard FM and Soft FM processes Skilled in logging, allocating and managing jobs Proven ability to manage a small team of three

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.


Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.


We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace


ISS is proud to be a diverse and inclusive employer.


ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.


We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.


Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.


If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com


If you are interested in learning about other opportunities at ISS, please join our Talent community by clicking on the following link: TalentPlace


To find out more about what we do - https://www.uk.issworld.com/


Work Location: In person