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Estates Service Desk Manager
2 months ago
We are seeking an experienced Service Desk Manager to join our Estates team at the NHS. The successful candidate will be responsible for effectively managing the Service Desk and progressing service requests for the Trust Estates Maintenance department.
The post holder will monitor service provider performance through KPIs and SLAs, develop and implement standard operating procedures and service level standards for the Service Desk, and deliver outstanding client service via the Service Desk to Trust colleagues and stakeholders.
Main Responsibilities- Manage the Estates Maintenance Service Desk to ensure efficient and effective service delivery.
- Monitor and report on service provider performance, identifying areas for improvement and implementing corrective actions.
- Develop and implement standard operating procedures and service level standards for the Service Desk to ensure consistency and quality of service.
- Provide leadership and guidance to Service Desk operatives to ensure they have the necessary skills and knowledge to deliver excellent customer service.
- Collate information and produce reports on contractor and fabric maintenance Service Level Agreements (SLA) and Key Performance Indicator (KPI) performance for review in monthly contract review meetings.
- Be the first point of contact for all service delivery escalations and ensure that issues are resolved promptly and efficiently.
- Ensure that excellent customer service is provided to all clinical and non-clinical teams within the Trust.
- Provide leadership for the section, inspiring continuous improvement, high performance, and commitment to excellent customer service.
- Be responsible for completing department sickness reviews, managing annual leave, staff appraisals, performance reviews, and department budgets.
- Ensure reports are produced and shared with Senior and Operational managers across the Trust based on the performance of maintenance services to ensure KPIs are met.
This is an exciting opportunity to join our Estates team and contribute to the delivery of high-quality estates maintenance services to the Trust. The successful candidate will have excellent communication and leadership skills, with the ability to motivate and inspire a team to deliver excellent customer service.
The role requires a high level of organizational and administrative skills, with the ability to manage multiple priorities and deadlines. The post holder will also have experience of working with CAFM systems and be able to accurately operate and input tasks/requests on these systems.
Person Specification- Practical experience of working in an engineering/estates Service Desk at management/supervisor level.
- CAFM systems management/operation.
- Experience working with spreadsheets and word processors such as Excel and Word.
- Experience in office management.
- Good computer/keyboard skills, including Word, Excel, and specialist programmes, able to self-serve.
- Able to effectively communicate with senior management, including meaningful management reports.
- Knowledge of Estates management procedures.
We offer a competitive salary and benefits package, as well as opportunities for professional development and career progression. The successful candidate will also have access to a range of training and development opportunities to support their career goals.
We are an equal opportunities employer and welcome applications from all qualified candidates. The successful candidate will be required to undergo a Disclosure and Barring Service (DBS) check.
