Facilities Helpdesk Manager

1 month ago

Basildon, Essex, United Kingdom GH Engage Limited Full time
Facilities Helpdesk Manager

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 lead a team of ten helpdesk operatives, ensuring that all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).

Main Responsibilities:
  1. Team Leadership: Lead, motivate, and manage a team of ten helpdesk operatives who handle maintenance calls and numerous email requests.
  2. Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs.
  3. Performance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.
  4. Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
  5. Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
Main Duties:
  1. Manage a team of ten facilities helpdesk operatives.
  2. Ensure the smooth and efficient running of the helpdesk.
  3. Ensure helpdesk operatives are carrying out the correct processes when completing jobs and updating the system.
  4. Liaise with engineers - PPM management.
  5. Implement positive changes to the helpdesk.
  6. Deal with any customer issues to ensure an excellent service is provided at all times.
  7. Provide excellent customer service, ensuring our clients are always updated with any changes.
  8. Manage the helpdesk operatives to ensure that all jobs are being managed efficiently and correctly.
  9. Manage and support the help desk supervisor to ensure help desk management and supervision is always available.
  10. Manage annual leave and sickness to ensure the helpdesk is always covered sufficiently.
  11. Liaise with HR to manage disciplinaries, promotions, and appraisals for helpdesk staff.
  12. Schedule weekly and monthly meetings with help desk staff to discuss client progress and issues.
  13. Work with the managing director and operations manager to assess candidate CVs and interview potential new members of the helpdesk team.
  14. Conduct weekly/fortnightly meetings with senior management to discuss helpdesk issues, progress, and process.
  15. Monthly meetings with the managing director to report on help desk targets, progress, and any issues that may arise.

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