Operations and Helpdesk Manager-Milton Keynes- Perm- Up to 55k
My client a leading Facilities and Maintenance Provider are currently recruiting for an experienced Facilities Helpdesk Manager to join and lead a team on a prestigious contract in Milton Keynes
Monday to Friday 8.00-17.00
Facilities Helpdesk Management leading a Helpdesk Team and Contract Support Administrators
Contract Mobilisation
Raising Purchase Orders
PPMs
Liasing with Engineers
Internal monthly reports on QHSE, finance and strategy
Manage the communication for the account, from weekly updates through to regular flow through of communications
Ensure all new hires are processed effective
Responsible for the management of the helpdesk function, to include (but not exclusive to)
Line management of all helpdesk employees
Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
Managing excellence levels of customer service throughout the journey
Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
Helpdesk Reports
Improvement plans against poor performing areas.
Working directly with operational teams to drive continuous improvement
Reviewing trends in data to understand quicker response times
Building process, procedure and governance planning
Ensuring adherence to account KPI’s and SLA metric
