Help Desk Manager

 

Description:

Are you a proven helpdesk manager looking for a new challenge? Or an experienced Customer Service Manager looking to utilise your skillset in a different sector?

 

We have currently partnered with an established Facilities management Service provider who has seen unprecedented growth over the past few years. They provide Hard FM Services to a wide range of clients across the UK and are currently looking to recruit an experienced Helpdesk Manager in Manchester where the successful individual will be accountable for the Technical Services Centre (TSC), the hub for helpdesk, scheduling and planning activities for in-house engineering and sub-contract teams.

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Further responsibilities include leading a team of people in ensuring that all jobs are correctly captured and logged onto the CRM system. The position also ensures that customer queries and enquiries are handled correctly and that where needed appropriate costs and quotations are provided to generate business opportunities to new and existing customers.

 

As the Head of Helpdesk, you will work closely with the Head of Technical Services to ensure engineering productivity and engagement is to a high standard, whilst working collaboratively with the account teams to ensure our customers are sufficiently resourced, high performing and maintain an appetite for continuous improvement. The Head of Helpdesk will have a Passion for customer service, continuous improvement and a hunger for efficiency.

 

 

 

 

Role & Responsibilities

 

The oversight of the dedicated helpdesk for our UK client base.

The successful candidate will take ownership of the end-to-end customer journey, responsible for all aspects of customer call handling & interaction.

Work order planning & scheduling, jeopardy management, reporting and data analytics associated to the contract.

Reporting to the Managing Director the Helpdesk Manager will play an instrumental role in delivering our contracts to more a wide portfolio of clients.

You will ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements. You will also report on these tasks each month.

Effective tasking and direction of engineering and supply chain workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI's.

You will also have responsibility for the accurate collection, analysis and reporting of daily, weekly and monthly performance data

Effective management, training and motivating of our helpdesk team to ensure they offer the best service in the UK.

Maintaining and improving current system processes.

Provide a learning environment, and appropriate training and development planning. Ensure basic training needs are delivered, employees are fully competent to undertake their roles, and are able to reach their full future potential

 

 

 

What you'll need to succeed

The role will require an experienced Helpdesk Manager or Helpdesk Supervisor who has worked within the FM & Maintenance industry for at least 5 years. You must also have;

 

Excellent Customer Service experience & previous Management experience

Previous experience in a similar role

Experience creating and delivering successful and highly impactful operational strategies

High levels of commercial awareness and how to positively impact on financial strategies

Strong problem solving and critical thinking skills

Computer literate, proficient in Microsoft office and powerpoint

Excellent at presentations, with appropriate data analytics to support the message.

Excellent written and verbal communication skills, with client, peers and management team.

Attention to detail and strong organisational skills

Ability to lead and manage a team, demonstrating strong leadership and management skills

Ability to prioritise workload in order to maintain a good operating environment

Ability to write detailed reports and business case preparation, focus on analytics