Property & Facilities Helpdesk Team Leader

**Property & Facilities Helpdesk Team Leader - Manchester - Hybrid - ARD1078296**

**Purpose of the Role**

Based in Manchester on a hybrid basis, this exciting new Property & Facilities (P&F) Helpdesk Team Leader opportunity has arisen to join our Operations team to lead a team who plan reactive and proactive maintenance to ensure we are compliant with regulations, dealing quickly and professionally with issues as they a reported and to provide best in class customer service.

You will report to the Head of P&F whilst working closely with the wider P&F team, customers and Service Partners to help provide a best-in-class service by creating and maintaining great places to work.

**What you will do**

This is an overview and not an exhaustive list of responsibilities. Collaborating with your Line Manager, you will develop your own objectives but focus on all of the following and more:

- Ensure that all reactive and planned work is scheduled to maximise efficiency and ensure it is managed through to completion.
- Be responsible for recruiting, training and managing a small team of Helpdesk Advisors.
- Identify potential areas of improvement and action this with the support of senior management.
- Be the point of escalation for the P&F Helpdesk advisors’ team.
- Review helpdesk processes and performance to ensure an efficient service, taking into consideration changing service levels and priorities.
- Carry out regular one to ones and HR related tasks (as required) with your team and maintain effective communication, provide advice, support and guidance.
- Actively manage PPMs, and H&S related works to ensure and promote compliance across all sites.
- Create and maintain monthly reporting, to identify trends and manage the risks more effectively.
- Identify issues and appoint the appropriate service partner to undertake required tasks and/or repairs.
- Build and maintain relations with service providers, chasing suppliers where necessary and updating customers.
- Managing customer escalations, providing regular updates and seeing through to completion.
- Liaising with landlords as required.

**Who we are looking for**

This is an opportunity for an experienced team leader from within a FM environment. You will need to be customer focused with excellent communication skills and be able to multi-task and prioritise appropriately. We are looking for an IT literate, passionate, motivated, organised and enthusiastic individual who is calm under pressure, approachable, has an eye for detail and can set and manage targets and KPIs. You will need to be professional, innovative and open to challenges and change whilst having a can-do, hands-on approach. We are looking for someone is/has:

- Experience in a Helpdesk managerial role, ideally facilities management.
- Experience in a customer focused role.
- Knowledge of FM processes and contract SLAs.

If you have COSHH and/or IOSH qualification together with experience of Dynamics 365 and Concept FM, that would be advantageous but not essential.

In return you will be welcomed and supported by our Ardonagh family joining an organisation that cares about you as a person and your wellbeing. Some of the other benefits are:

- Holiday entitlement of 26 days plus bank holidays
- Opportunity to progress your career across the entire Ardonagh family
- Award-winning learning & development offering and support to obtain professional qualifications to enhance your knowledge and career prospects
- Pension scheme for when you feel it’s time to retire
- 24-hour Employee Assistance support for you and your family’s physical and mental wellbeing
- Corporate perks such as discounted gym memberships, cinema tickets, shopping, Eyecare vouchers, cycle to work and much more
- One day paid volunteering to give back to our communities
- Ardonagh Community Trust (ACT) - raising funds for charity with donation matching in your local community
- The Spotlight Awards, where we celebrate the best of the Ardonagh Group and all the bright talent across our business.

Ardonagh Group is an equal opportunities employer, with a growing and thriving diversity, equity and inclusion strategy; we are committed to a working environment that is free from discrimination, is inclusive, and empowers our people to bring their whole self to work and reach their full potential.

Why not check us out on LinkedIn or speak to one of our team to find out what life’s really like with The Ardonagh Group family.

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Ardonagh Advisory are The Ardonagh Group’s broking and advisory platform, a community focused set of businesses with an unrivalled local footprint of experts across a wide range of sectors and specialisms, combined with national and international reach. We're proud of developing trusted relationships to support, and drive, the growth agenda of our clients. Our brands are Bravo Networks, Ethos Broking, Footman James, Hera Indemnity, Towergate, Towergate Health & Protection, Thompson & Brya