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Helpdesk Team Lead

2 months ago

Warrington, Warrington, United Kingdom GH Engage Limited Full time
Job Description

GH Engage Limited is seeking an experienced Facilities Helpdesk Manager to join our team and manage our busy Helpdesk Team.

Main Responsibilities
  • Line management of the Facilities Helpdesk team, with overall responsibility for timely delivery of all reactive, project and planned tasks.
  • Responsibility for being Super User of the Concept Evolution system.
  • Management of the CAFM system and the team to ensure accurate and live updating, compliance against the SLAs, KPIs and contractual obligations as noted in the Facility Management Agreements.
  • Financial management, including Raising Purchase Orders and Invoicing and approvals.
  • Delivering of training, and supporting the Contract Manager and National Operations Manager as required.
  • Implementing and monitoring Helpdesk processes and working practices to ensure that the team works with clear structure and direction.
  • Performance Management of all CAFM and Compliance related activities.
  • Statutory Compliance, Operational and Contractual Compliance, SLA Management, Performance KPI's, Management of rechargeable works, PPM and Reactive Tasks.
  • Recruitment, training, and line management of new Helpdesk staff and Contract Coordinators.
  • Design and delivery of a comprehensive suite of training and user guides to maximise the output and performance from the Helpdesk team.
  • Attendance and participation at CRMs and other meetings as required.
  • Carry out additional ad hoc duties as required by the Contract Manager or National Operations Manager.
  • Ensure that all key service specification, contractual obligations and deliverables are recorded on the CAFM system assigned, and followed to closure to ensure SLA adherence, KPIs, H&S and Compliance Responsibilities.
  • Weekly review of Statutory Compliance management, compliance position and planning, in conjunction with the Compliance Manager.
  • Weekly review of PPM Compliance.
  • Reporting of all unsafe practices to the H&S Compliance Manager.
  • Check that RAMS have been signed off by a technical manager.
  • Identify where permits are required and check that they are in place prior to works starting.
  • Auditing the CAFM system to ensure accuracy of record keeping, rectification times, call categorisation and task allocation.
  • Weekly auditing of Compliance Tasks, Trackers & Folders ensuring correct alignment of PPM tasks and accurate assignment with completion on time to prevent backlog maintenance.
  • Training and coaching for all CAFM users.
  • Constantly monitor progress against all open jobs.
  • Review all POs raised on CAFM against delegated authority to ensure compliance.
  • Approve POs and invoices aligned to delegated authority.
  • Minimise lost revenue through supply chain by ensuring efficient scheduling of works.
Essential Skills
  • Experience operating in the PFI/PPP FM or similar complex facilities services operation where CAFM data management is key to delivering excellence.
  • Implementing, monitoring, and updating systems and processes to monitor Hard FM Services to ensure compliance with contractual SLAs.
  • Experience of mobilising a Helpdesk or implementing new systems and processes, including training package design and delivery.
  • Knowledge and understanding of Hard FM CAFM and Helpdesk software packages.