Facilities Helpdesk Manager

YWCA of Greater Harrisburg; Manchester; On-site; GBP 36,000; Full time

Job summary

A leading Facilities and Maintenance company based in Manchester seeks a Facilities Helpdesk Manager to oversee their helpdesk operations. The ideal candidate will manage a team, ensure KPIs and SLAs are met, and drive process improvements to enhance client satisfaction.

Qualifications

• Minimum 2 years experience managing Helpdesk operatives.
• Proactive and positive attitude necessary.
• Ability to implement effective working practices.

Responsibilities

• Lead and manage a team of ten helpdesk operatives.
• Ensure compliance with KPIs and SLAs in helpdesk operations.
• Prepare and present reports on helpdesk performance.

Skills

Team Management

Client Interaction

Process Improvement

Excellent Communication

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 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 all processes are followed in line with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is crucial for 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 effective working practices. This is a vital 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 ten 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 and assess staff performance, providing feedback and guidance.
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.
6. Continuous Improvement: Drive process enhancements to increase efficiency and client satisfaction.

Main Duties

1. Manage the Facilities Helpdesk team of operatives.
2. Update CAFM system with changes, including Elogbooks and Concept Evolution.
3. Ensure the smooth and efficient operation of the Helpdesk.
4. Ensure helpdesk operatives follow correct processes when completing jobs and updating systems.
5. Ensure compliance with company policies and standards.
6. Liaise with engineers for PPM management.
7. Assist with complex works, offering process advice.
8. Implement positive changes to the helpdesk operations.
9. Allocate jobs and manage incoming workload, ensuring all information is accurate.
10. Handle customer issues to maintain excellent service levels.
11. Oversee quotes and budget reporting.
12. Provide excellent customer service, keeping clients updated on progress.
13. Manage helpdesk operatives to ensure efficient and correct job management.
14. Ensure all jobs are scheduled and updated before the end of each day.
15. Support the Help Desk supervisor.
16. Ensure helpdesk management and supervision are always available.
17. Manage annual leave and sickness to ensure helpdesk coverage.
18. Coordinate with HR on disciplinary actions, promotions, and appraisals.
19. Schedule regular meetings with helpdesk staff to discuss progress and issues.
20. Work with the Managing Director and Operations Manager on recruitment and training.
21. Generate reports to track SLA achievement and staff efficiency.
22. Participate in weekly/fortnightly meetings with senior management.
23. Attend operations meetings and report on helpdesk performance monthly.