Customer Services Helpdesk Manager

UPP; Reading; On-site; GBP 42,000 - 52,000; Full time

Benefits offered by this job

25 days holiday

Pension

Life assurance

Enhanced family leave policy

Training and development days

Cycle to work scheme

Volunteer/personal development days

Job summary

UPP in Reading is seeking a Helpdesk Manager to lead a busy 24/7 service supporting university partners and residents. You will manage a Helpdesk team, oversee recruitment, induction, training, rostering and performance, while ensuring safety and compliance.

As Planon system super user, you will monitor call data, generate reports and liaise with clients. The role requires strong IT and data literacy, with flexibility including some weekend work.

Qualifications

• Experience managing a helpdesk/administration team in a busy service delivery environment.
• Experience leading a 24/7 operation with shift patterns.
• Proven ability to resolve incidents and meet SLAs.
• Familiarity with CAFM systems and data reporting.

Responsibilities

• Lead and supervise the Helpdesk and support staff; recruit, train, roster, and appraise performance.
• Ensure compliance with health and safety and standard operating procedures.
• Maintain Planon database input, issue tickets, monitor reactive and planned maintenance.
• Act as a liaison with University client and sub-contractors; present at meetings.
• Produce daily/weekly/monthly reports and support continuity planning.
• Be available out of hours and weekends as escalation point.

Skills

Helpdesk management

24/7 operation experience

Incident resolution

SLA management

CAFM System knowledge

MS Office proficiency

Data reporting

Education

A-level or equivalent

Degree or HNC/HND

Tools

Planon

SALTO access software

Room Service allocation software

Job description

g reactive and planned maintenance is issued, monitored and recorded in line with the Service Levels agreed with the University.

Office and Staff Management

• Management, supervision, recruitment, induction, training, shift rostering, appraisal and health and safety of the Helpdesk Supervisor and assistance with the above for the 24/7 Helpdesk team, together with assistance of the administration of recruitment procedures, training records, absence/timekeeping monitoring, timesheets and annual leave authorisation

Performance Measuring

• Manage and contribute to improving a computer-based property management database (Planon), inputting, issuing and monitoring all reactive work and planned maintenance
• Be proficient to the level of ‘super user’ of the Planon database (training will be given), as well as a variety of other systems used by the Helpdesk (e.g. SALTO access software, Room Service allocation software)
• In conjunction with the relevant Management Team, ensure that all works are completed within the agreed Service Level Agreements and elevate incidents as appropriate
• Monitor the Building Management Systems, Windcrest Lift central station reacting as appropriate to any alerts within agreed timescales. Ensure the helpdesk team have the knowledge in which to fully utilise the systems
• Contribute to, review and test Business Continuity Procedures, particularly in relation to the helpdesk function
• Monitor the daily, weekly and monthly call statistics and ensure changes are made to staffing to meet the frequent changes to call volumes
• Responsible for quality management on the Helpdesk, including compliance to relevant Standard Operating Procedures, Service Delivery Plans, data management, and anything else relevant

Liaison

• Provide an effective and customer-focused point of contact for all Student Residents, University Partners, sub-contractors and UPP team members, and ensure this attitude is developed and maintained by the Helpdesk team
• Liaise as necessary as a first point of contact with the University client, sub-contractors, URSL staff and residents
• Represent the Helpdesk position in various meetings, both external and internal, providing and absorbing feedback on the Helpdesk function with the aim of continuous improvement

Report Production

• Produce required data for day-to-day service management
• Produce weekly client reports and manage reporting on complaints
• Produce monthly UPP reports and service the monthly UPP and University Liaison meetings
• Other reports on both the Helpdesk function and the performance of other related services to assist with continuous improvement
• Assist the Environment and Sustainability Manager with the production of reports in relation to meter readings when requested

Other Duties

• Be prepared to work additional hours when the need arises, especially during the main allocations, student arrival and departure periods
• Be available out of hours as a point of escalation for staff through both the operation of a rolling rota (including earlier and later shifts over the course of the month), availability for at least one weekend day a month, and via mobile to assist with technical support or relevant escalation where necessary
• Other duties as commensurate with the post

Offers of employment are subject to satisfactory vetting, inclusive of employment referencing covering the past three years and you may be subject to additional vetting and barring checks to ensure your suitability for the role, which could include completing a basic DBS.

Person Specification

Skills, Experience, Education and Personal Qualities - Essential Criteria

• Previously worked in a helpdesk/administration management function within a busy service delivery environment
• Experience of managing a team within a 24/7 operation
• Experience of taking responsibility for resolving incidents and identifying escalations and ensuring Service Level Agreements are achieved
• Knowledge of and previous use of CAFM System
• Strong people management and motivational skills
• IT literate with good practical ability on MS Office (Outlook, Excel, Word etc.) and database applications
• Good planning and organisational skills
• Good verbal and written communication skills
• Ability to produce concise and accurate reports
• Ability to interpret and manipulate data
• Educated to ‘A’ level or equivalent
• Good interpersonal and communication skills
• Ability to remain calm under pressure
• Ability to undertake a varied workload and to prioritise tasks where necessary
• Ability to work as part of a highly focused team
• Willingness to work flexibly

Skills, Experience, Education and Personal Qualities - Desirable Criteria

• Previously worked within a Facilities Management environment
• Expenditure monitoring
• Health and Safety qualification e.g. IOSH Managing Safely
• Knowledge of statutory regulations and codes of practice applicable to the FM industry
• First Aid at Work qualification
• Formal qualification to degree or HNC/HND level

In return, we are offering a busy and interesting environment to work in with a competitive salary and a great benefits package which includes 25 days holiday plus bank holidays, pension, life assurance, enhanced family leave policy, training, two paid volunteering or personal development days and cycle to work scheme.

UPP welcome all applications and recognise the value of having a diverse and inclusive culture, which reflects the communities we work with and has a positive impact on our people, our student residents, and our university partners.

We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and also help you to thrive at work.

Our core values of Innovation, Sustainability, Community, Partnership and Respect, are fundamental to our culture and summarise what is important to our business and our people.