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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.
The Service Desk Manager will be the first point of contact for all service delivery escalations and will ensure that excellent customer service is provided to all clinical and non-clinical teams within the Trust.
Main Responsibilities- Manage the Estates Maintenance Service Desk
- Promote and exemplify the highest standards of customer care and monitor the quality of service provided to customers and clients by conducting daily monitoring / audits of the Service Desk, monitoring KPIs.
- Manage complaints and service-related escalations arising from reactive and planned works, maintain and monitor a log of these, and report at weekly estates/project meetings.
- Accurately operate and input tasks / requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and is prioritized accordingly, running reports when required.
- Ensure all necessary training requirements for the Service Desk Operatives are captured and delivered in a timely manner. The post holder may be required to deliver some of this training themselves.
- Manage the Service Desk rota to ensure cover from 8am to 5pm Mon-Fri, plus essential out of hours support, such as monthly generator test.
This is an exciting opportunity to join our Estates team and contribute to the delivery of high-quality estates maintenance services to our Trust. The successful candidate will have experience of working in an engineering/estates Service Desk at management/supervisor level and will be able to effectively communicate with senior management, including meaningful management reports.
The post holder will be responsible for owning and developing the process of information gathering from CAFM system for routine audits and will provide PA support to the Estates Operations Manager & EFM Site Manager.
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.
