Helpdesk Supervisor

The post holder will be responsible for managing the Contract admin and the contract helpdesk team, ensuring all processes are implemented and managed correctly working closely with the finance team. Ensuring contract tasks are managed in line with deliverables and jeopardy management is prioritised, with issues flagged appropriately. Working closely with the National Helpdesk and team to achieve key result areas.

To provide a timely and effective service as a critical part of the Management team.

KEY RESULT AREAS:

• Line management of Helpdesk Coordinator. There will be a requirement to understand the technical coordinator and small works coordinator and to support covering the role as and when required.
• To support the contract management team with the production of month end reporting analysis for client issue. This will include providing commercial support to identify items for mitigation.
• Knowledge of contract deliverables and KPI's, liaising with Facilities Support Centre (central Helpdesk Function), Hard Services Manager, and sub-contractors to ensure processes are implemented and reviewed to mitigate PMS deductions.
• Responsible for Jeopardy Management, ensuring tasks are completed within the required SLA's reducing PMS deductions and providing mitigation. This will included providing support to helpdesk coordinator and central helpdesk team to correctly identify problem code categorisation.
• Responsible for identification and management of tasks that require management via damage, lifecycle and/or variation process.
• Working closely with the management team to ensure rechargeable work is understood, captured, properly recorded, managed in line with contract protocol and recognised for recharging purposes.
• Monitor the PO process to ensure compliance with the finance processes in place for Access Dimensions and Concept, ensuring PO's are coded to the correct cost code and concept records are updated with accurate cost information
• Act as a point of escalation for the client and Business Managers.
• Supporting the technical coordinator when required with PPM planning and delivery ensuring all statutory PPMs are completed on time and any remedial works are followed up.
• Monitor and manage contractor performance working closely with the contract management team to escalate any shortfalls in performance.
• Responsible for undertaking audits against PPM compliance, helpdesk processes and implement improvement plans as and when required working with the hard services manager.
• Work with the contract management team to implement resource scheduling across the contract for reactive and PPM tasks.
• Ensure staff receive training and support on the use of FSiGo and monitor performance.
• E nsure the damage process is managed by the Contract Helpdesk Team liaising with schools teams and customers as necessary

To manage the Additional, Community and Adhoc Use hours applications, liaising with schools teams and customers as necessary

Assist in the sourcing of new suppliers for specialist goods/services when required

To complete Toolbox Talks and Team Briefs as required

• Escalation point for any OOH issues raised.
• Helpdesk function process owner
• Budget responsibility

· To operate always with safe working practices with due regard to Health and Safety regulations, COSHH, Control of Infection, waste disposal, etc in accordance with legislative requirements and policies and procedures of RFM

· To carry out any other duties assigned by the Management Team in connection with our operational requirements.

AGREEMENT OF OBJECTIVES AND PERFORMANCE REVIEW

· Annual objectives and targets for the post will be agreed with the Contract Manager. There will be regular performance reviews including two-way discussion and formal appraisal.

KEY COMMUNICATION LINKS AND RELATIONSHIPS

· Very regular communication with the Contract Manager and other members of the Management team.

· Very regular communication with key client contacts, school representatives and customers at all levels.

· Regular communication with other Robertson Managers.

· Very regular communication with subcontractors and suppliers.

· Previous work experience in a similar role within an FM organisation.

· Excellent understanding of Computer Aided Facilities Management systems (Concept Evolution)

· Have excellent communication skills, good telephone manner and experienced in customer care.

· Have a flexible approach to work, able to adapt to peaks and troughs in demand and be well organised.

· Good level of computer literacy

The post holder should display the following competencies:

· Excellent communication skills.

· Ability to work flexibly with good organisational skills.

· Operate effective IT systems, particularly CAFM systems