Helpdesk Manager

**Role: Helpdesk Manager / Scheduling Coordinator**

**Location: Nottinghamshire, NG5**

**Salary: £28,000 - 29,000**

**Duration: Permanent**

**Duties**:

- Reporting to the Contract Manager and working closely with the Maintenance Manager, Supervisor and the Mobile Engineering team the Scheduling Coordinator will be responsible for the coordination and the lead of Scheduling and Administration functions managingincoming calls, workforce planning and reactive maintenance work coming through Contract clients and stakeholders.
- Reporting to the Contract Manager, as a part of the Contract Management Team delivering planned and reactive maintenance services to 8 Schools, carrying out the duties below:

- Manage the end-to-end process for all contract Reactive Works and associated workflows to ensure successful and
compliant delivery.
- Prioritisation and implementation of emergency reactive responses and associated contract escalation and
communication processes
- Ensuring systematic programming of Planned Maintenance Tasks are planned and scheduled in accordance with
Contract and SFG20 maintenance requirements to Contract Engineers, Suppliers and Client SPT Operatives
- Delivery of all Site Access Authority and Site stakeholder communication processes
- Control and issue of Contract Staff Equipment, Uniform, PPE etc.
- To achieve the teams agreed performance targets and ensure that Contract Targets, Objectives and KPI/SLA's are
met
- Direct line management of Planned Maintenance Scheduler
- Maintaining Administration Maintenance Records and Certifications and Training folders on the CAFM system Internal
Network Drives.
- Assist with Risk Management Administration and other IMS Process Records as required to maintain up to date
information in line with the contractual requirements.
- Filing Maintaining the Electronic filing system in accordance with IMS requirements. Ensuring the system is up to date and consistent and moving towards paperless wherever possible
- Covering the duties of other Administrators for planned leave of absence within the Midlands Business Unit

**EXPERIENCE / QUALIFICATIONS**:

- PFI and/or Hard Services FM Experience
- Previous experience in a customer facing role
- Good Working Knowledge of Contractual KPI/SLA, workflow prioritisation and associated implications
- Excellent communication skills and ability to lead and work well as part of a team
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