Service Desk Manager

3 weeks ago

Livingston, United Kingdom Simply Solutions (Europe) Limited Full time

A well-established Building service/Facilities company are currently looking for an experienced Help-desk manager to join them on a full-time basis based in International Operations Centre based in Livingston.
Responsibilities to include but not limited to:
* Managing the client CAFM system.
* Manging our Omnichannel communication and ticketing systems.
* Manage client sub-contractor including: meet with Account Manager, confirm contractors & assets, contact contractors to request quotes, add quotes to system, paperwork and comms.
* Line management of the Help-desk Team, including objective setting, performance management and development.
* Work alongside the Operations Manager in developing the ongoing strategy to ensure best fit alongside the company's growth.
* Monitoring the client Facilities Help-desk email inboxes.
* Inputting and tracking jobs on the CAFM system as required.
* Take a cradle to grave approach in the ownership of Help-desk services, including; actively monitoring open jobs and chasing engineers for updates where required.
* Raising purchasing orders as required.
* Supporting the Team in reviewing documentation and supporting with any issue raising.
* Dealing with escalations with sub-contractors’ paperwork/certificate non-submission.
* Support review of sub-contractor RAMS.
* Cover team absence and annual leave where required.
Key Requirements:
* Previous administrative experience required.
* Previous FM Helpdesk/Operations experience is required.
* Previous experience overseeing contractors required.
* Demonstrate strong administration skills.
* Strong IT skills including Microsoft Office.
* Excellent telephone and email manner, with solid communication and interpersonal skills

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