Helpdesk Manager

The Helpdesk Manager plays a critical part in the Operational Team; the candidate will control all processes for the Helpdesk, Admin & Finance teams and will take full control & responsibility for the performance of all teams. They will also play a key role in reporting and will complete all month end performance reports. The candidate will need to have strong leadership skills and be able to chair meetings & use innovative ideas to overcome issues., * Management of the Workflow Team to ensure compliance with response and rectification times

• Management of the Workflow, Administration & Finance Teams to ensure compliance with COP process, ensuring Work orders, Purchase orders are raised & closed down in line with the company standard.
• Liaise with the Estates & Security Teams and other Operational Managers
• End to end management of the reactive & PPM work order process.
• Chair & manage WIP, Weekly service review, Helpdesk & Trust Performance meetings.
• Complete Month end reports & Mange utilisation figure for all engineers on site.
• Produce & send monthly invoice report.
• Management of the maintenance of Helpdesk records & filing system
• Manage the keeping of records (sickness/holiday absences, works, inspections, audits, etc.) producing reports and general management of the office administration.
• Communication link for the Customer, Engineers, Security staff & Sub-contractors.
• Production of accurate regular management Information based upon Workflow Data
• Management of Compliment and Complaints
• Management and participation in relevant Audits
• Management of other Helpdesk & Administration related systems
• Management of the Workflow & Administration team roster
• Deliver Toolbox Talks to the Workflow & Administration Team
• Train all staff to a high standard on all workflow & administration related systems
• Deliver Training to new and existing Workflow & Administration Staff
• Management of Training Records.
• To provide cover for colleagues during sickness, annual leave etc.
• To attend and participate in training courses as required and to undertake any training in the future as may be required to ensure the duties of the post are effectively carried out.
• Familiarisation of the Operation and Site
• To undertake special project work as and when require.
• To participate in the TOP 3 performance review system.
• Ensure all HWIAD forms are completed for all Teams.

Experience of managing Helpdesk, Admin & Finance teams will be essential for this role; the candidate must also demonstrate excellent communication techniques, confidence and patience. The candidate must also have experience of dealing with clients face to face and be able to work effectively in a high pressure environment. Reporting & data analysis will also be a key part of the role and experience in producing reports under pressure will be critical., * Previous experience in a similar role.

• FM experience is preferred but not essential.
• Strong technical knowledge of Scheduling software and/or practices.
• Management of remote resources.
• Comfortable operating in a fast paced changing environment.
• Excellent communication skills.
• Proven record managing, developing and leading teams.

Proven track record in delivering service within agreed contract SLAs/KPIs in an efficient and cost effective manner.