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Facilities Helpdesk Manager

1 week ago

Manchester England United Kingdom GH Engage Limited Full time

Facilities Helpdesk Manager - Manchester - £36k - Permanent Position

My client, an established Facilities and Maintenance company, is currently recruiting for an experienced Facilities Helpdesk Manager to join a fantastic Facilities and Maintenance company based in Central Manchester.

As the Facilities Helpdesk Manager, you will oversee a team of Helpdesk operatives, ensuring the efficient handling of maintenance requests across multiple sites. Your primary focus will be on ensuring that all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is essential to maintaining the smooth operation of our Facilities Helpdesk, to ensure a high level of client satisfaction.

The ideal candidate will have a minimum of 2 years' experience managing a team of Helpdesk Operatives within Facilities and Maintenance. You will be proactive, positive, and a great communicator who can implement positive ways of working. This is an extremely important position within the business, and you will be working closely with Senior Management to always ensure an impeccable service to clients and customers.

Key Responsibilities:
  1. Team Management: 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. Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.
  5. Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
  6. Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
Main Duties:
  1. Managing a team of Facilities Helpdesk Operatives.
  2. Updating the CAFM system with any changes - Elogbooks and Concept Evolution.
  3. Ensuring the smooth and efficient running of the Helpdesk.
  4. Ensure Helpdesk Operatives are carrying out the correct processes when completing jobs and updating the system.
  5. Compliance and liaising with engineers - PPM management.
  6. Assist with complex works offering advice on process.
  7. Implementing positive changes to the Helpdesk.
  8. Allocating jobs and managing the level of jobs coming through, ensuring all information is correct.
  9. Dealing with any customer issues to ensure an excellent service is provided at all times.
  10. Overseeing quotes and budget reporting.
  11. Excellent customer service ensuring our clients are always updated with any changes.
  12. Managing the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctly.
  13. Ensure all jobs are scheduled and updated before close of business.
  14. Managing and supporting Help Desk supervisors.
  15. Ensure Help Desk management and supervision is always available.
  16. Managing annual leave and sickness to ensure the Helpdesk is always covered sufficiently.
  17. Liaising with HR to manage disciplinaries, promotions, and appraisals for Helpdesk staff.
  18. Schedule weekly and monthly meetings with Help Desk staff to discuss client progress and issues.
  19. Work with Managing Director and Operations Manager to assess candidate CVs and interview potential new members of the helpdesk team.
  20. Work closely with the Operations Manager to train new and existing staff.
  21. Generating reports to ensure that SLA targets are achieved and coordinators are managing their time effectively and efficiently.
  22. Conduct weekly/fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and processes.
  23. Attend and participate in operations meetings.
  24. Monthly meetings to report on Help Desk targets, progress, and any issues that may arise.
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