FM Helpdesk Manager

• Management of day to day Helpdesk operations and team management structure
• To lead and drive the development of the Helpdesk operation and external client solutions, including (not limited to) CAFM, telephony, workload management and allocation system and process development
• Provide support and direction to Helpdesk team managers in the areas of team management, service delivery and performance
• Carry out periodic and adhoc quality checks to all helpdesk activity including (not limited to) job logging, call handling, communications and incident management
• Delivery of key Helpdesk metrics and service levels
• Support operations performance measures by monitoring service delivery against contract metrics and driving jeopardy management
• Carry out proactive data trend analysis for jobs logged, signposting any event changes to the operations team and adjusting script instructions where needed
• Ensure Helpdesk delivers a superior level of customer service
• Lead role in ensuring Helpdesk operation supports regional teams
• Quality training and frontline service delivery
• To administer and maintain the Telephone System in its effective use of call routing within the helpdesk
• Act as escalation point for helpdesk activities (may include out of hours calls)
• Support management of supplier relationship and performance monitoring
• To have a full understanding of company objectives and strategy to ensure the development and implementation of working procedures in order to deliver a quality service to the customer and external clients
• Oversee management of operations centre team, carry out performance reviews, and ensure continuous development of team. Managing sickness, absence and disciplinary issues.

The ideal candidate will have previous experience in an facilities maintenance Helpdesk environment, so if you’re an FM Administrator looking for the next step or a Helpdesk Manager looking for a change then this is an excellent opportunity., * Experience working in a management role

• Member of the British Institute of Facilities Management (BIFM)
• Relevant qualifications in mechanical and electrical disciplines to HNC level (Desirable)
• Experience of Health & Safety management (IOSH or NEBOSH desirable).
• Competent knowledge of IT packages (Knowledge of Concept desirable)
• Protection of Vulnerable Groups (Scotland)Act 2007 (PVG) in relation to this type of work is applicable for children
• CRB check may be required
• Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities

One of newest and biggest clients who are a majorly successful facilities maintenance company are now looking to recruit an FM Helpdesk Manager based in the Hemel Hempstead area.