Help Desk Manager Facilities Maintenance

Working for a well-known facilities management companies. They are responsible for a number of large prestigious contracts / buildings within the UK. They employ engineers, help-desk and back of house support of facilities maintenance.

You will be responsible for a team of workflow/help-desk operators who will be taking the initial call from customers who have an issue to log. You will then log the call onto a database. Once logged you will liaise with engineers that are local. You will then send the engineer at the relevant site the details. Once the problem is fixed, you will update the system. You will also have administrative duties such as processing purchase orders, managing SLA’s and KPI’s.

You will need to have a good knowledge and understanding of facilities management.

• Experienced Help Desk Manager within a Facilities Management, Tradesman or Construction sector
• Highly skilled in customer service and call handling professional and able to work under pressure
• Managing a large team of engineer schedulers
• Experience with CAFM system (e.g., concept, Maximo, Siclops or any booking systems) essential
• Have previous Help-desk/ busy customer service role experience is desirable particularly working with Engineers

On offer is a competitive salary, bonus and benefits package, which includes;

• Pension Scheme
• 25 days annual leave (+ public holidays)
• Life Cover equivalent to 2x times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts
• Cycle to work scheme
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes