Vacancy Details

Consultant: Dave Briggs

Ref: DMHDMP

Job Title: Facilities Helpdesk Manager

Salary / Package: £35,000 - Additional Bens

Sector: Facilities Management and Building Services

Location: UK, London & South East

Town / City: Portsmouth

salary range: £30,000 - £40,000

Job Type: Permanent full-time

Job description:

Our client, who are a leading UK facilities contractor is looking to recruit a Facilities Helpdesk Manager to managed there PPM and Reactive Help Desk Team. This opportunity has arisen due to successful the tender an award of a major international contract for a leading telecommunication provider.
The ideal candidate should be able to successfully carry out and perform the following duties and responsibilities:

• Responsible for the operational and quality outputs of the Clients Helpdesk team, including (but not limited to) customer call handling and communications, diagnosis of customer issues, correct logging and allocation of customer incidents, closure of jobs and achievement of contract SLA’s and KPI’s to avoid penalties
• To create and promote a Service Excellence environment within the Helpdesk Team ensuring that employees have contract awareness and are trained to the highest standard
• Responsible for the recruitment, inductions, training, performance management and resource planning of the Helpdesk team
• Performance management of the Helpdesk team, with on-going monitoring of quality and agent performance, installing a motivated and engaged team 
• Provide regular customer satisfaction reporting for customer and management team
• Manage the process of resolution and escalations of all contract customer complaints and feedback
• Maintain system data and scripts in support of best customer service and efficient helpdesk operation
• Implement and maintain clear contract escalation procedure to ensure that critical issues are managed according to the Incident Management process, including ensuring there is an affective handover process with the in hours and out of hours teams
• Ensure the Helpdesk manage task lists in accordance with contract and business requirements, in line with KPI’s and to proactively drive ownership of the ‘open to close’ process with internal and external resource
• Driving a high level of customer satisfaction with both customers, Clients property and internal teams
• Build and maintain working relationships with internal and external suppliers to drive down open tasks and increase customer satisfaction
• Produce regular management information and reporting for customers and the contract management team, in accordance with contract KPI’s and SLA’s
• Prepare and deliver presentations and reports on helpdesk and performance as required
• Identify sources of innovation and feedback to the Innovation Programme Manager
• Support any related projects or activities as required

Person Specification/Skills
• An experienced helpdesk leader with a passion for excellence in customer service.
• Ability to demonstrate a practical competence with helpdesk systems
• Effective communicator with the ability to motivate and coach a team to achieve objectives
• IT and phone system competent
• Ability to build strong working relationships with internal and external customers and suppliers 
• Ability to motivate and lead teams
• A good understanding of the Facilities Management industry
• Good understanding of contract, KPI’s and how the Helpdesk team can impact these
• Flexible approach to working hours and supporting a 24 hour helpdesk operation
• Analytical in approach, able to analyse data and identify improvement opportunities and programmes

This is a fantastic opportunity to work with one of the UK’s leading employers within the facilities Management arena, who pride themselves on succession planning and building and developing employees careers to help them reach their full potential.  

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