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Helpdesk and Performance Manager

3 months ago

Warrington, United Kingdom GH Engage Limited Full time

Facilities Helpdesk and Performance Manager- Warrington- Permanent- Full Time- 40k

My client is currently recruiting for an experienced Facilities Helpdesk Manager to join and manage their busy Helpdesk Team based in Warrington. The ideal candidate will have experience Managing an Facilities Helpdesk Team leading and managing Perfomance. This position is paramount within the business and you will need to have excellent people skills and be able to implement changes and procedures.

Main Duties

Line management of the Facilities Helpdesk team, with overall responsibility for timely delivery of all reactive, project and planned tasks, and responsibility for being Super User of the Concept Evolution system
Management of the CAFM system and the team to ensure accurate and live updating, compliance against the SLAs, KPIs and contractual obligations as noted in the Facility Management Agreements and to assist the Contract Manager and National Operations Manager in ensuring service delivery is achieved for the contract.
Financial management which includes Raising Purchase Orders and Invoicing and approvals
Delivering of training, and supporting the Contract Manager and National Operations Manager as required.
Implementing
Accountable to implementation, monitoring and management of all Helpdesk processes and working practices to ensure that the team works with clear structure and direction.
Performance Management of all CAFM and Compliance related activities
Statutory Compliance
Operational and Contractual Compliance
SLA Management
Perfomance KPI's
Management of rechargeable works, PPM and Reactive Tasks
Recruitment, training, and line management of new Helpdesk staff and Contract Coordinators
Design and delivery of a comprehensive suite of training and user guides to maximise the output and performance from the Helpdesk team
Attendance and participation at CRMs and other meetings as required
Carry out additional ad hoc duties as required by the Contract Manager or National Operations Manager
Ensure that all key service specification, contractual obligations and deliverables of are recorded on the CAFM system assigned, and followed to closure to ensure SLA adherence, KPIs, H&S and Compliance Responsibilities
Weekly review of Statutory Compliance management, compliance position and planning, in conjunction with the Compliance Manager
Weekly review of PPM Compliance
Reporting of all unsafe practices to the H&S Compliance Manager
Check that RAMS have been signed off by a technical manager
Identify where permits are required and check that they are in place prior to works starting
Auditing the CAFM system to ensure accuracy of record keeping, rectification times, call categorisation and task allocation.
Weekly auditing of Compliance Tasks, Trackers & Folders ensuring correct alignment of PPM tasks and accurate assignment with completion on time to prevent backlog maintenance
Training and coaching for all CAFM users
Constantly monitor progress against all open jobs
Review all POs raised on CAFM against delegated authority to ensure compliance
Approve POs and invoices aligned to delegated authority
Minimise lost revenue through supply chain by ensuring efficient scheduling of worksEssential Skills

Experience operating in the PFI/PPP FM or similar complex facilities services operation where CAFM data management is key to delivering excellenceImplementing, monitoring, and updating systems and processes to monitor Hard FM Services to ensure compliance with contractual SLAs
Experience of mobilising a Helpdesk or implementing new systems and processes, including training package design and deliveryKnowledge and understanding of Hard FM CAFM and Helpdesk software packages