The Role

This is a great role for a candidate with prior experience as a

Helpdesk Manager within Facilities Management.As Helpdesk Manager, you will be responsible for leading a high-performing support team, ensuring all reactive, project, and planned maintenance tasks are completed efficiently. You’ll manage the internal tracking system, overseeing accurate data entry and ensuring compliance with SLAs, KPIs, and contractual obligations. Your role will involve refining helpdesk operations, mentoring and training your team, and creating structured processes for seamless service delivery.Key Responsibilities

Team Management: Lead, motivate, and manage a team of helpdesk operatives who handle Maintenance calls and numerous email requests.Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAsPerformance Monitoring: Regularly review and assess the performance of helpdesk staff, providing feedback and guidance to maintain high standards.Client Interaction: Liaise with clients to ensure their needs are met and any issues are resolved promptly.Reporting: Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.Continuous Improvement: Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.Main Duties

Facilities Helpdesk Management- Managing a Team of Facilities Helpdesk OperativesUpdating the system with any changesEnsuring the Smooth and Efficient running of the HelpdeskEnsure Helpdesk Operatives are carrying out the Correct Processes when completing jobs and updating the System and further works etcComplianceLiasing with Engineers- PPM ManagementAssist with complex works offering advice on process.Implementing positive changes to the HelpdeskAllocating jobs and managing the level of jobs coming through and ensuring all the information is correctDealing with any Customer Issues to ensure an excellent service is provided at all timesOverseeing Quotes and Budget ReportingExcellent Customer service ensuring our clients are always updated with any changesManaging the Helpdesk Operatives to ensure that all jobs are being managed efficiently and correctlyEnsure all jobs are scheduled and updated before close of business.Ensure Help Desk Management and Supervision is always available.Managing Annual Leave and Sickness to ensure the Helpdesk is always covered sufficientlySchedule Weekly and monthly Meetings with Help Desk Staff to discuss clients progress and issues.Work with the Operations Manager to assess candidate CV''s and interview potential new members of the helpdesk teamWork closely with the Operations Manager to train new and existing staffGenerating reports to ensure that SLA targets are achieved and Co-ordinators are managing their time effectively and efficientlyConduct Weekly/fortnightly meetings with Senior Management to discuss helpdesk issues, progress, and process.Attend and participate in Operations meetings.Monthly meetings to report on Help Desk targets, progress, and any issues that may arise.

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