Helpdesk Manager

Role Responsibility:

* To manage the day-to-day performance of a small team of Operatives ensuring the continuing achievement of SLA targets.

* To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.

* To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.

* The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.

* In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working

* The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.

* Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.

* Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions

* Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards. To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.

* Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.

The Ideal Candidate:

* Proven consistent experience in management within a Contact Centre / Service Centre environment

* Experience and understanding of both soft and hard fm services and their delivery

* Experience in and confidence in the use of a CAFM system

* Ability to interrogate data and analyse reports

* Ability to lead a team in a rapidly changing environment

* Ability to handle multiple priorities in a fast-paced work environment

* Customer focused and responsive

* Demonstrated ability to coach & develop individuals and the team

* Advanced computer skills in MS Office

* Analytical and decision-making skills

* Excellent communication (verbal & written) skills

* Remain calm under pressure