M&E Helpdesk Manager

SHIFT PATTERN: Monday to Friday, 9am to 5pm

SALARY: Competitive

ROLE OVERVIEW AND PURPOSE

To manage helpdesk, track performance, and ensure that customer service standards are maintained. Train and support help desk operatives, Co-Ordinators and manage any escalations.

KEY RESPONSIBILITIES

1. Reporting to the Operational Performance Manager.
2. Have an in-depth knowledge of the contract and advise Operational Performance Manager of possible implications on events that occur, including trend analysis evaluations.
3. Day to Day Management of Reactive process for the helpdesk.
4. Motivate the team and provide effective communication and support whilst supporting continued organisational change, and the achievement of greater efficiencies and productivity.
5. Ensure effective flow of information between all interested parties.
6. To be focused on customer care with a “can do” attitude with the flexibility and adaptability to suit business needs.
7. Have a good working experience of working within a high profile, client-driven environment, demonstrating commercial and financial awareness.
8. Interpret and manage work orders through IBMS and SharePoint systems ensuring that SLA’s and KPI’s are met.
9. Monitors and reviews staff retention, absenteeism, and sickness levels, addressing issues promptly.
10. To assist in the administration of budgeting and financial management aspects of the contract.
11. To assist in operational support of the contract.

REQUIRED SKILLS AND EXPERIENCE

1. Understanding of FM business or the willingness to learn.
2. Able to manage client expectations in an assertive, systematic, and professional way to ensure high levels of client satisfaction.
3. Excellent IT skills with Microsoft applications and other in-house IT Management systems (IBMS/SharePoint).
4. Excellent communication and customer service skills.
5. Organisation skills. This role requires the ability to input into personal work objectives, take a proactive approach to work and the ability to demonstrate good time management skills, working to deadlines and adhering to set procedures.
6. Needs to be versatile and adaptive.
7. Credible experience within a general administrative position.
8. Effective communication skills, both written and verbal.
9. Good planning and organisation skills and the ability to prioritise own workload efficiently.
10. Excellent telephone manner.
11. High level of attention to detail.
12. The ability to work to changing deadlines.
13. Degree in Management is a plus.
14. Experience in using CAFM system or asset management system.