Helpdesk Manager

Job Description

Helpdesk Manager Permanent role We have an exciting opportunity for an experienced Service Desk Manager / Help Desk Manager to join one of our Facilities Clients. The purpose of the role is to lead the Service Desk team of co-ordinators and provide high quality service delivery. General Duties: To develop robust administration processes and procedures identifying the recurring periodic (daily, weekly, monthly, quarterly, annually etc.) administration tasks that need to be consistently carried out by the team. To ensure the compliance of processes and procedures, identifying any deviation and implementing corrective actions where necessary. To ensure all necessary actions are completed or escalated in the day to day management of the Performance Management System, in accordance with the contractual SLA’s and KPI’s. To provide line management to the Service Desk team including appraisals and ongoing performance review, conduct, attendance, capability and training requirements. Manage the team leave and absences. Day-to-day ownership of the CAFM system for the delivery of service contract obligations. In practical terms, this will include the management of PPM tasks, scheduling of engineers and subcontractors to attend planned and reactive works; review and progression to financial closure of Variations/Work Orders. Production of recurring and ad-hoc contract performance management reports in support of Engineering Manager for both internal, client and key stakeholders’ purposes. To manage the service desk team to ensure reactive and additional work requests are effectively and efficiently progressed in accordance with contractual SLAs through to financial completion, monitoring the client systems. To ensure adequate information is available to successfully administer the contract; to raise any areas of deficiency with the Engineering Manager as appropriate. To increase the face-to-face engagement of Service Desk coordinators with the customer or key stakeholders. To monitor resource levels within the Service Desk team and to work with the Senior Management Team to ensure adequate coverage. To liaise with Supervisors and Deputy Engineering Managers on day to day service delivery issues and requests. To ensure the MSD filing system is maintained in accordance with company and local standards, and to provide feedback on these systems. To support the Supervisory team with indirect leave approval to ensure annual leave is sympathetic to the operational schedule. To represent the Service Desk at the monthly operational review meeting; to communicate relevant information from that meeting to the Service Desk team effectively. To ensure the availability of accurate and timely issue of data for reports to be used internally and externally as required. To liaise with the Contract Compliance Manager and service delivery teams to ensure that all PPM and reactive works SLA’s and KPI’s are compliant with the company and client standards and targets. To liaise with operational and finance teams to ensure timely and accurate data is progressed through to invoice (WIP). To actively participate in a key role in the Business Continuity Plan and Disaster Recovery management plans. Skills, Knowledge and Competencies Required: Previous experience of managing service desk and administration teams within the building services industry. Excellent Supervision and Leadership skills. Commercially focused and highly organised. Computer literacy, written, good oral communication and interpersonal skills. Ability to prioritise workload within tight deadlines and to a high standard. Requires ability to be a comfortable self-starter. Adjust rapidly and effectively to changes in work demands or business needs. Effective communication skills with customers and to all levels of management. Understanding of building services maintenance job management from creation to invoice. Qualifications Required: Qualification in administration, secretarial or another business-related subject – desirable. Computer literate with excellent I.T. skills especially Excel, Word and PowerPoint. Knowledge and awareness of CAFM systems. Management or supervisory training – desirable.Personal Attributes: Open, honest and trustworthy. Tenacity and assertiveness. Ability to lead and manage a team of up to 10 employees, with a high degree of interpersonal skills. Able to produce work of an excellent standard. Self-motivated. Ability to make decisions and use own initiative. Able to work independently and as part of a team. ‘Can do’ attitude.