Helpdesk Manager

Northumbria Healthcare NHS Foundation Trust; Seaton; In loco; GBP 30.000 - 40.000; Tempo pieno

Descrizione del lavoro

Northumbria Healthcare NHS Foundation Trust's NHS Foundation Trust subsidiary NHFM operates a trust-wide facilities management helpdesk. The post holder will oversee day-to-day helpdesk operations, lead the team, manage escalations and ensure timely resolution of estates and facilities requests.

They will maintain the CAFM system, support users and contribute to overall effectiveness. Contact Stacy Armstrong for details.

Competenze

• Leadership of the helpdesk team and coaching to meet service standards and KPIs.
• Strong focus on customer service and responsive issue resolution.
• Ability to manage escalated issues and follow established procedures.
• Collaborate with contractors, supervisors and internal teams to resolve issues.

Mansioni

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

Conoscenze

Team leadership

Customer service

Escalation management

Stakeholder collaboration

Descrizione del lavoro

NHFM have set up a trust wide facilities management helpdesk which acts as a central function for our customers and operations teams. The helpdesk will be responsible for the end-to-end workflow processes for all estates and facilities management (FM) issues reported by customers.

The post holder will be responsible for overseeing the day-to-day operations of the helpdesk, ensuring efficient and timely resolution of estates and facilities requests. They will lead and develop the helpdesk team, manage escalations, monitor performance and collaborate with various stakeholders to maintain building functionality and meet customers' expectations.

The post holder will manage and maintain the helpdesk's CAFM (Computer Aided Facilities Management) system, ensuring data accuracy, supporting users, and contributing to the overall effectiveness of the estates and facilities management function.

Please note we reserve the right to close this vacancy prior to the closing date once the required number of suitable applications have been received.

• Lead, motivate and coach the helpdesk team, ensuring they adhere to service standards and KPI's.
• Manage escalated issues and ensure timely resolution, following established escalation procedures.
• Monitor helpdesk performance, identify trends and drive continuous improvement.
• Maintain strong client relationships, liaise with contractors, supervisors and internal teams to resolve issues, ensuring excellent customer service to all users.

NHFM is a wholly owned subsidiary of Northumbria Healthcare NHS Foundation Trust. Established in 2012, NHFM provide specialist project management services for large and small capital developments, estates maintenance and a full range of facilities services. Carrying out facilities management for a state-of-the-art specialist emergency care hospital - The Northumbria, three general hospitals - North Tyneside, Wansbeck and Hexham hospitals - and a number of smaller community hospitals and clinic sites, we cover one of the largest geographical areas of any NHS trust in the country.

Work for us and you will be making a real difference to the NHS and the thousands of people who use our services each year. Visit our website www.nhfm.co.uk for more information about who we are and benefits of working for us.

For further details / informal visits contact: Name: Stacy Armstrong Job title: Assistant OSM Email address: [e-mail] Telephone number: 01912031376