Facilities Helpdesk Manager
Facilities Helpdesk Manager- Manchester- 36k- Permanent Position
My client, an established Facilities and Maintenance company are currently recruiting for an experienced Facilities Helpdesk Manager to join a fantastic Facilities and Maintenance company based in Central Manager
As the Facilities Helpdesk Manager, you will oversee a team of Helpdesk operatives, ensuring the efficient handling of maintenance requests across multiple sites. Your primary focus will be on ensuring that all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is essential to maintaining the smooth operation of our Facilities Helpdesk, to ensure a high level of client satisfaction.
The ideal candidate will have a minimum of 2 years experience managing a Team of Helpdesk Operatives within Facilities and Maintenance, you will be proactive, positive and a great communicator who can implement positive ways of working. This is an extremely important position within the Business and you will be working closely with Senior Management to always ensure an impeccable service to clients and customers.
Key Responsibilities:
Team Management: Lead, motivate, and manage a team of Ten helpdesk operatives who handle Maintenance calls and numerous email requests.
Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs
Performance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.
Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.Main Duties
Facilities Helpdesk Management- Managing a Team of Facilities Helpdesk Operatives
Updating the CAFM system with any changes- Elogbooks and Concept Evolution
Ensuring the Smooth and Efficient running of the Helpdesk
Ensure Helpdesk Operatives are carrying out the Correct Processes when completing jobs and updating the System and further works etc
Compliance
Liasing with Engineers- PPM Management
Assist with complex works offering advice on process.
Implementing positive changes to the Helpdesk
Allocating jobs and managing the level of jobs coming through and ensuring all the information is correct
Dealing with any Customer Issues to ensure an excellent service is provided at all times
Overseeing Quotes and Budget Reporting
Excellent Customer service ensuring our clients are always updated with any changes
Managing the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctly
Ensure all jobs are scheduled and updated before close of business.
Managing and supporting Help Desk supervisor
Ensure Help Desk Management and Supervision is always available.
Managing Annual Leave and Sickness to ensure the Helpdesk is always covered sufficiently
Liasing with HR to manage Disciplinaries, Promotions and Appraisals for Helpdesk staff
Schedule Weekly and monthly Meetings with Help Desk Staff to discuss clients progress and issues.
Work with Managing Director and Operations Manager to assess candidate CV's and interview potential new members of the helpdesk team
Work closely with the Operations Manager to train new and existing staff
Generating reports to ensure that SLA targets are achieved and Co-ordinators are managing their time effectively and efficiently
Conduct Weekly/fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and process.
Attend and participate in Operations meetings.
Monthly meetings to report on Help Desk targets, progress, and any issues that may arise