Facilities Helpdesk Manager

ZipRecruiter; Manchester; On-site; GBP 36,000; Full time

Job summary

A Facilities and Maintenance company in Manchester is seeking an experienced Facilities Helpdesk Manager to oversee a team and ensure efficient handling of maintenance requests. Ideal candidates will have at least two years of management experience in a helpdesk environment. This role requires strong leadership skills, excellent communication, and the ability to drive process improvements. Competitive salary offered.

Qualifications

• Minimum of 2 years' experience managing a team of Helpdesk Operatives.
• Proactive, positive attitude with excellent communication skills.

Responsibilities

• Lead and manage team of Helpdesk operatives.
• Ensure processes follow KPIs and SLAs.
• Prepare reports on helpdesk performance.

Skills

Team Leadership

Process Management

Excellent Communication

Client Management

Tools

CAFM systems

Elogbooks

Concept Evolution

Job description

Job Description

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 their team based in 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 all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is crucial to maintaining the smooth operation of our Facilities Helpdesk and ensuring high client satisfaction.

The ideal candidate will have a minimum of 2 years' experience managing a team of Helpdesk Operatives within Facilities and Maintenance. You should be proactive, positive, and an excellent communicator capable of implementing positive working practices.

This is a key position within the business, working closely with Senior Management to deliver impeccable service to clients and customers.

Key Responsibilities

1. Team Management: Lead, motivate, and manage a team of Helpdesk operatives handling maintenance calls and email requests.
2. Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs.
3. Performance Monitoring: Regularly review staff performance, providing feedback and guidance to uphold high standards.
4. Client Interaction: Liaise with clients to meet their needs and resolve issues promptly.
5. Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
6. Continuous Improvement: Drive process enhancements to increase efficiency and client satisfaction.

Main Duties

• Managing a team of Facilities Helpdesk Operatives.
• Updating the CAFM system with changes, including Elogbooks and Concept Evolution.
• Ensuring the smooth and efficient operation of the Helpdesk.
• Ensuring operatives follow correct processes when completing jobs and updating systems.
• Liaising with engineers on PPM management.
• Assisting with complex works and offering process advice.
• Allocating jobs and managing workload to ensure accuracy and efficiency.
• Dealing with customer issues to maintain excellent service.
• Overseeing quotes and budget reporting.
• Ensuring excellent customer service and regular client updates.
• Managing Helpdesk staff to ensure proper job management and scheduling.
• Supporting Help Desk supervisors and managing staff leave and sickness.
• Liaising with HR on disciplinary, promotion, and appraisal processes.
• Scheduling regular meetings with Helpdesk staff to discuss progress and issues.
• Collaborating with senior management on staffing and process improvements.
• Generating reports to monitor SLA achievement and staff efficiency.
• Participating in operational and management meetings.