Helpdesk Manager

4 days ago


Manchester, United Kingdom Invictus Group Ltd Full time

**Job Role**:

- Oversee day-to-day performance monitoring and operational reporting to better understand and analyse helpdesk performance, with a focus on reactive activities.
- Assist the Account Manager with monthly deduction, service, and performance reports, as well as daily updates, weekly dashboards, and other reports as needed
- Provide advice, feedback, and updates to the team in the promotion of best practise in relation to payment mechanism deductions and SFP's by monitoring contract performance on a daily basis to identify trends and minimise failures by providing advice, feedback,and updates to the team in the promotion of best practise in relation to payment mechanism deductions and SFP's
- Fill in the blanks in the Commercial Report as needed
- Assist the Management Team in the preparation of both external and internal operational performance management reports on a regular basis or as needed
- Create, agree on, and review the processes required to complete the contract
- Responsible for providing training and quality control for a team of operators, as well as creating objectives.
- Keeping track of contract performance (including SLA performance, chasing work down, processing KPI contract requirements and service request management)
- Recognizing problems and giving proactive ways to improve performance. Wherever possible, include implementation
- Identify and develop improvements to PPM and Workflow performance with Technical Service Managers (TSMs) and Helpdesk Supervisors.
- Improve communication and build working connections with the team and other members of staff
- Act as a point of contact for day-to-day commercial issues and offer guidance.
- Communicate critical areas of attention to the team on a daily/weekly basis.
- In charge of the helpdesk's effective management, ensuring that all information is correct and that the processes are followed by the Workflow Operatives and Engineers, as well as our clients.
- Ascertain that the Helpdesk Team is sufficiently trained and that all training requirements are met, as well as that all applicable reviews are done.
- Ensure that great customer service is provided at all times
- Define and contribute to the team's overarching goals.
- Boost team morale and performance by establishing and maintaining excellent team morale.
- Follow the company's code of values and escalate any non-conformance to the manager.
- Take responsibility of client employees' problems, challenges, and requests and see them through to completion.
- Attend team meetings and participate in them, exchanging ideas and making suggestions to improve team performance and service delivery

**Requirements**:

- Superior communication abilities at all levels
- Organizational skills
- Team player
- Self-disciplined and self-motivated
- Commercial awareness
- Knowledge and expertise with Business Assurance and Performance Measurement systems (KPIs for SLAs)
- Knowledge of how to create reports using a well-known CAFM system. Maximo is preferred, however system-specific training can be offered
- Prior experience working on a **PFI project is required


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