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 vital 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 who can implement effective ways of working. This is a key position within the business, working closely with Senior Management to deliver impeccable service to clients and customers.
Key Responsibilities:
* Team Management: Lead, motivate, and manage a team of ten helpdesk operatives handling maintenance calls and email requests.
* Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs.
* Performance Monitoring: Regularly review and assess helpdesk staff performance, providing feedback and guidance to maintain high standards.
* Client Interaction: Liaise with clients to meet their needs and resolve issues promptly.
* Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
* Continuous Improvement: Drive ongoing improvements within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
Main Duties:
* Manage the Facilities Helpdesk team of operatives.
* Update the CAFM system with changes, including Elogbooks and Concept Evolution.
* Ensure the smooth and efficient operation of the Helpdesk.
* Ensure helpdesk operatives follow correct processes when completing jobs and updating the system.
* Maintain compliance and liaise with engineers regarding PPM management.
* Assist with complex jobs and process advice.
* Implement positive changes to the helpdesk operations.
* Allocate jobs, manage incoming workload, and ensure all information is accurate.
* Handle customer issues to ensure excellent service.
* Oversee quotes and budget reporting.
* Provide excellent customer service, keeping clients informed of any changes.
* Manage helpdesk staff to ensure efficient and correct job management.
* Ensure all jobs are scheduled and updated before the end of each day.
* Support and manage the Help Desk supervisor.
* Manage annual leave and sickness to ensure helpdesk coverage.
* Coordinate with HR on disciplinary actions, promotions, and appraisals.
* Schedule and conduct weekly and monthly meetings with helpdesk staff.
* Collaborate with the Managing Director and Operations Manager on recruitment and training.
* Generate reports to monitor SLA achievement and staff efficiency.
* Participate in weekly/fortnightly meetings with senior management.
* Attend and contribute to operations meetings and monthly reports on helpdesk performance.
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