Helpdesk Supervisor

We are currently looking for a Helpdesk Supervisor small team of helpdesk operatives and contracts administrators on a maintenance contract in Ashton. Looking after several large buildings in the area, you will be responsible for all calls related to PPM and reactive maintenance across the portfolio with your team assessing the urgency of each call and logging the actions and allocating to appropriate staff.

As well as ensuring that KPI’s are met and the workflow is on time, you will also be in charge of end-to-end service delivery of each team as well as team management and development.

A large portion of the contracts are within education so the role includes financial management of PFI contracts, as a result accurate reporting and document control are key.

Duties of the role include:

• Managing a small helpdesk team who are responsible for several local buildings.
• Responsibly for the service and KPI delivery of both planned and reactive helpdesk works.
• Staff management and development.
• Reporting and KPI tracking on each contract.
• Accurate document control.
• Understanding the specific needs of each customer, and their individual financial parameters contractually.
• Minimising deductions but identifying potential SLA issues
• Monitoring the PO process to ensure it runs smoothly
• Running PPM audits to against compliance and creating helpdesk process and improvement plans as required.
• Liaising with the hard services manager and subcontractors.

The ideal applicant for the role will have the following skills and experience:

• Experience within the FM sector
• Strong staff management skills
• Ability to take ownership of the Helpdesk team and drive success
• Desirable - experience managing a PFI or BSF Helpdesk