Role Summary: The Facilities Management / Compliance / Systems Manager is tasked with leading the helpdesk team to ensure comprehensive support for system-related issues. The role encompasses day-to-day management of operations, the implementation of support protocols, and the delivery of compliance.
Core Responsibilities:
* Compliance System Management: Direct the administration and innovation of the compliance system, ensuring its efficient operation.
* Reporting: Prepare and submit detailed monthly compliance reports.
* Document Management: Assist in organizing and managing documents and contractual reports, ensuring they are accurately uploaded and maintained within the compliance system.
* CAFM System Oversight: Manage the CAFM compliance system, including financial administration processes.
* Training Coordination: Organize and deliver training sessions for Facilities Management (FM) and Health & Safety (H&S) teams.
* Safety and Quality Improvement: Regularly review and maintain safe contractor standards, identifying areas for service improvement.
* Inspection and Coordination: Support FM inspections and coordinate with third-party resources working on site.
* Procurement Support: Facilitate procurement processes and ensure documentation completion.
* Contract Information Management: Gather and organise all contract-related information.
* Paperwork and Communication: Ensure company paperwork is accurate and timely, maintaining professional relationships with clients, contractors, and staff.
* Risk Assessment Coordination: Arrange all third-party risk assessment consultant visits.
* Training Compliance: Ensure all site compliance system training is annually reviewed and completed for all external and internal staff and contractors.
* Helpdesk Leadership: Lead the helpdesk & property managers by providing direction and support.
* Policy Development: Develop and implement helpdesk policies and procedures to enhance service delivery.
* Performance Monitoring: Track helpdesk performance metrics and report findings to senior management.
* Issue Resolution: Ensure timely resolution of technical issues with a focus on customer satisfaction.
* Skill Development: Coordinate training for helpdesk staff to improve skills and knowledge.
* Collaboration: Work with systems teams to resolve complex issues, enhancing overall system performance.
* Software Maintenance: Maintain helpdesk software and tools, ensuring they are current and operational.
* Escalation Management: Handle escalations and communicate issue statuses with senior team.
* Trend Analysis: Identify support request trends and recommend proactive solutions.
Essential Skills:
* Experience in facilities management and health & safety.
* Proficiency in CAFM systems and financial administration.
* Strong leadership and people management skills.
* Excellent communication skills, both written and spoken.
* Proficiency in Microsoft Office and helpdesk software.
* Proven experience in helpdesk or IT support management.
* Strong understanding of IT systems, networks, and troubleshooting.
* Exceptional problem-solving skills and a customer-focused approach.
Desirable Skills:
* Prior experience as a facilities management administrator.
* Knowledge of Health & Safety regulations and IOSH Managing Safety certification.
This role demands a proactive individual capable of managing multiple tasks efficiently while ensuring compliance and nurturing positive workplace relationships.
We understand the value that a diverse and inclusive working environment brings to Lambert Smith Hampton. We celebrate the different perspectives and insights that people can bring through their cultures and backgrounds. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or any other protected characteristic.
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