Helpdesk Manager

Location: Oxford, Oxfordshire |
Salary: £38,000 - £40,000 |
Posted: 13 May 2022 |
Closes: 10 Jun 2022 |
Job Type: Full Time and Permanent |
Business Unit: UK Facilities Management |
Region / Division: UK & Ireland |
Reference: 11690

Role Responsibility:



Churchill Hospital, Old Rd, Headington, Oxford OX3 7LE

40hrs, Full Time, Permanent

£38,000 - £40,000 per annum

Excellent Company benefits including Contributory Pension


Churchill Hospital is a centre of excellence for cancer services and other specialties, including renal services and transplants, clinical and medical oncology, dermatology, hemophilia, chest medicine and palliative care. 

G4S FM delivers the following services and employs circa 200 staff: Helpdesk, Patient and Retail Catering, Cleaning, Portering, Planned and Reactive Maintenance, Lifecycle Replacement, Grounds Maintenance and Pest Control.

We have an exciting opportunity for a Helpdesk Manager to join our team based at Churchill Hospital.


As the Head of Hard FM you will effectively manage and develop services for the Contract to the satisfaction of the Client and G4S using standards set by the company and ensuring the consistent delivery of the contract through  adhering to the Client specification. To monitor and review the service in conjunction with the Client and G4S,  establishing strong formal and informal links with all parties.


Key Responsibilities will include:


  • Ensure the Help Desk service for the Churchill Hospital is delivered efficiently in line with agreed deadlines, advising the management team of any potential problems in a timely manner to avoid service failures.

  • Exercise robust financial and commercial principles in the management of expenditure and income within defined budgets.

  • Raise monthly unitary deductions in line with contractual responsibilities

  • Liaise with external suppliers when required to ensure that the service is delivered.

  • Identify and develop opportunities to achieve business and revenue growth.

  • Be part of the senior management team at the hospital and work and liaise effectively with all G4S managers both on and off site, clients and customers to ensure that all communications are maintained.

  • Promote the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring / audits of the Helpdesk.

  • Participate in service delivery improvements and initiatives with regards to improving quality and cost effectiveness.

  • Provide and collate the data required to produce reports that accurately reflect G4S's service provision, including Monthly reporting information from management team and systems.

  • Promote and ensure the use of safe working practices in order to maintain a safe environment for patients, staff and visitors whilst on hospital premises.

  • Ensure the security of the establishments provisions and equipment within the main G4S office.

  • Manage contract compliance, by ensuring the completion of reports, delegated where appropriate, to ensure that the contract delivers on reporting obligations.

  • Provide information and evidence to confirm contract compliance as well as identify areas of non- compliance and produce improvement action plans within agreed timeframes.

  • Represent the contract as the site super-user and attend training/meetings where appropriate.

  • Responsible for all the work created and delivered by the Helpdesk.

  •  The post holder is responsible for ensuring that all duties and responsibilities of this post are carried out in compliance with the Health & Safety at Work Act 1974, Statutory Regulations and Trust Policies and Procedures, supported by the provision of training and specialist advice where required.

  • Develop and maintain all operational procedures in relation to the delivery of Help Desk services

  • Ensure all necessary training requirements for the HD operatives are captured and delivered in a timely manner.

The Ideal Candidate:



Essential Criteria:


  • Previous Helpdesk management experience

  • Previous experience of FM industry

  • Understanding of compliance demands

  • Previous experience of managing people

  • Customer focused

  • Self-confident and has leadership skills

  • Excellent interpersonal skills

  • Calm and patient under pressure

  • Good time management skills

  • Organised and methodical

  • Flexible approach to working hours

  • Able to adapt to fluctuating workloads


At G4S our values are integral to everything we do. We act with integrity and respect. We are passionate about safety, security and service excellence and we achieve this through innovation and teamwork. We are a sustainable, ethical business and this is key to the ongoing success of G4S FM.

If you believe in our values as much as we do and would like a job that makes a difference, then this is an exciting opportunity.



Advanced Search: