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My client, an established Facilities and Maintenance company are currently recruiting for an experienced Facilities Helpdesk Manager to join a fantastic Facilities and Maintenance company based in Basildon.
As the Facilities Helpdesk Manager, you will oversee a team of Ten helpdesk operatives, ensuring the efficient handling of maintenance requests across multiple sites. Your primary focus will be on ensuring that all processes are followed in alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). This role is essential to maintaining the smooth operation of our Facilities Helpdesk, to ensure a high level of client satisfaction.
The ideal candidate will have a minimum of 3 years experience managing a large Team of Helpdesk Operatives within Facilities and Maintenance, you will be proactive, positive and a great communicator who can implementing positive ways of working. This is an extremely important position within the Business and you will be working closely with Senior Management to always ensure an impeccable service to clients and customers.
Key Responsibilities:
- Team Management: Lead, motivate, and manage a team of Ten helpdesk operatives who handle Maintenance calls and numerous email requests.
- Process Oversight: Ensure all helpdesk processes are followed efficiently, meeting KPIs and SLAs
- Performance 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.
