Facilities Helpdesk Manager
3 weeks ago
Job Title: Facilities Helpdesk Manager
Job Summary:
GH Engage Limited is seeking an experienced Facilities Helpdesk Manager to oversee the efficient handling of maintenance requests across multiple sites. As a key member of our facilities team, you will be responsible for leading a team of helpdesk operatives, ensuring that all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
Key Responsibilities:
- Team Management: Lead, motivate, and manage a team of 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 helpdesk operatives.
- 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.
- Updating the CAFM System: Updating the CAFM system with any changes.
- Liaising with Engineers: Liaising with engineers for PPM management.
- Assisting with Complex Works: Assist with complex works, offering advice on process.
- Implementing Positive Changes: Implementing positive changes to the helpdesk.
- Allocating Jobs: Allocating jobs and managing the level of jobs coming through, ensuring all information is correct.
- Dealing with Customer Issues: Dealing with any customer issues to ensure an excellent service is provided at all times.
- Overseeing Quotes and Budget Reporting: Overseeing quotes and budget reporting.
- Excellent Customer Service: Providing excellent customer service, ensuring our clients are always updated with any changes.
- Managing Helpdesk Operatives: Managing and supporting helpdesk operatives to ensure that all jobs are being managed efficiently and correctly.
- Ensuring Jobs are Scheduled: Ensuring all jobs are scheduled and updated before close of business.
- Managing Annual Leave and Sickness: Managing and supporting helpdesk operatives to ensure that all jobs are being managed efficiently and correctly.
- Liaising with HR: Liaising with HR to manage disciplinaries, promotions, and appraisals for helpdesk staff.
- Scheduling Meetings: Scheduling weekly and monthly meetings with helpdesk staff to discuss client progress and issues.
- Working with Senior Management: Working with the managing director and operations manager to assess candidate CVs and interview potential new members of the helpdesk team.
- Training and Development: Working closely with the operations manager to train new and existing staff.
- Generating Reports: Generating reports to ensure that SLA targets are achieved and coordinators are managing their time effectively and efficiently.
- Attending Meetings: Attending and participating in operations meetings.
- Reporting to Senior Management: Monthly meetings with the managing director to report on helpdesk targets, progress, and any issues that may arise.
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