Facilities Helpdesk Manager
2 weeks ago
CBW Staffing Solutions is seeking an experienced Facilities Helpdesk Manager to join our team in London. As a key member of our facilities management team, you will be responsible for overseeing the efficient handling of maintenance requests across multiple sites.
Key Responsibilities:
- Team Management: Lead, motivate, and manage a team of Ten 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 Ten Facilities 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 with any changes
- Liasing with Engineers- PPM Management
- Assist with complex works offering advice on process.
- Implementing positive changes to the Helpdesk
- Allocating jobs and managing the level of jobs coming through and ensuring all the information is correct
- Dealing with any Customer Issues to ensure an excellent service is provided at all times
- Overseeing Quotes and Budget Reporting
- Excellent Customer service ensuring our clients are always updated with any changes
- Managing the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctly
- Ensure all jobs are scheduled and updated before close of business.
- Managing and supporting Help Desk supervisor o Ensure Help Desk Management and Supervision is always available.
- Managing Annual Leave and Sickness to ensure the Helpdesk is always covered sufficiently
- Liasing with HR to manage Disciplinaries, Promotions and Appraisals for Helpdesk staff
- Schedule Weekly and monthly Meetings with Help Desk Staff to discuss clients progress and issues.
- Work with Managing Director and Operations Manager to assess candidate CV's and interview potential new members of the helpdesk team
- Work closely with the Operations Manager to train new and existing staff
- Generating reports to ensure that SLA targets are achieved and Co-ordinators are managing their time effectively and efficiently
- Conduct Weekly/fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and process.
- Attend and participate in Operations meetings.
- Monthly meetings with Managing Director to report on Help Desk targets, progress, and any issues that may arise.
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