We are seeking a proactive and detail-oriented Facilities Helpdesk Supervisor in Manchester City Centreto lead the daily operations of our facilities helpdesk team. This role oversees the intake, assignment, and resolution of maintenance and service requests. The ideal candidate will have experience in facilities management or customer service coordination, strong organisational skills, and the ability to manage a fast-paced helpdesk environment with multiple priorities.
Key Responsibilities:
1. Provide guidance and training to the helpdesk team around best practice and system usage.
2. Coordinate the day-to-day tasks of the Helpdesk, ensuring compliance with contractual KPI targets and SLAs.
3. Post holder will be responsible for day-to-day monitoring of performance and operational reporting to understand and analyse helpdesk performance, primarily on reactive tasks.
4. Ensure that all reactive tasks are dispatched to the appropriate operative or subcontractor, taking into consideration skill sets, and priority.
5. Work in collaboration with the relative internal teams.
6. Provide mentoring and supervision to the team, with an opportunity for further growth into full management.
7. Prod...