Helpdesk Manager (FM)
PRS is seeking a dynamic and experienced Helpdesk Manager. As a leading provider of facilities management services, we’re looking for someone who can drive the efficiency and effectiveness of our CAFM system, ensuring seamless operations across the board. This is a fantastic opportunity for someone with a strong background in managing teams, facilities management, and CAFM systems, who is ready to take the next step in their career.
Key Responsibilities:
* Oversee performance reporting and data management within the CAFM system.
* Lead the re-implementation and ongoing development of the CAFM system.
* Create and deliver user guides, training, and ongoing support.
* Manage engineer resource allocation to reactive and planned tasks.
* Develop and monitor Service Level Agreements (SLAs) and KPIs for internal and external contractors.
* Ensure statutory compliance, PPM schedules, and maintenance tasks are on track.
* Collaborate with multiple teams (directors, finance, procurement, etc.) for efficient service delivery.
* Maintain and manage CAFM system data, asset registers, O&M manuals, and compliance records.
* Provide regular reports on work status, service levels, and complaints.
* Foster team development through training, coaching, and leadership.
Requirements:
* Proven experience in managing a team in the facilities management sector.
* Strong communication, conflict resolution, and leadership skills.
* Extensive knowledge of CAFM systems and Helpdesk management.
* Detail-oriented with excellent organizational skills.
* Ability to develop and improve services, ensuring customer satisfaction.
* Flexible and proactive with a focus on professional development.