Helpdesk Manager - FM Service Provider - Longcross, Surrey - Up to £40k per annum
CBW are currently recruiting for a Helpdesk Manager looking to take on the next challenge. One of our key clients is looking for a hardworking, ambitious individual to join the team and grow within the company. Hours of Work:
* Mondayto Friday
* 8am to 5pm
* 40 hours a week
* Office based
* Occasional travel to Uxbridge
We are seeking a proactive and experienced Contracts and Helpdesk Manager to oversee the operational delivery and performance of the contract, while managing an efficient and client-focused helpdesk function. This role combines contract oversight, service excellence, CAFM system management, and leadership of a helpdesk team to ensure all reactive and planned works are delivered to the highest standards. knowledge of contracts management essential inc RAMS and PTW.
Responsibilities:
* Manage the CAFM system including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
* Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
* Ensure all activities comply with company policies, health & safety standards, and industry regulations.
* Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
* Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
* Line management of the Helpdesk Team, including objective setting, performance management and development.
* Monitoring the Facilities Helpdesk email inbox.
* Raising purchasing orders and placing orders as required.
* Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
* Review and action remedial works from sub-contractors service sheets.
* Dealing with escalations with subcontractors paperwork/certificate non-submission.
* Assist the Account Manager with creating reports and attending client meetings.
* Cover team absence and annual leave where required.
* Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
* Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
* Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.
Key Requirements:
* Previous contracts management experience essential
* Previous administrative experience required
* Previous FM Helpdesk/Operations experience is required
* Strong H&S knowledge including IOSH managing safely inc RAMS and PTW
* Previous experience overseeing contractors required
* Ability to manage multiple priorities in a fast-paced environment.
* Demonstrate strong administration skills
* Strong IT skills including Microsoft Office
* Excellent telephone and email manner, with solid communication and interpersonal skills
* Excellent attention to detail
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