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For Companies At a Glance
- Tasks: Lead the Help Desk team, manage CAFM systems, and ensure top-notch service delivery.
- Company: Join a dynamic company focused on enhancing facilities management through innovative solutions.
- Benefits: Enjoy flexible working options, professional development opportunities, and a supportive team culture.
- Why this job: Make a real impact by improving customer experiences and developing your leadership skills.
- Qualifications: Experience in team management and facilities management is essential; strong communication and organisational skills required.
- Other info: Opportunity to work closely with various teams and enhance your professional growth.
Responsibilities
- Responsible for reporting on the performance of all services and the data held within the CAFM System.
- Take the lead on the re-implementation, management and ongoing development of a new CAFM system.
- Produce a CAFM user guide ensuring processes and procedures are mapped and provide full training and support to users.
- Train and coach other staff to cover the Helpdesk.
- Ensure a planned systematic approach is implemented for PPM and statutory inspections.
- Ensure PPM schedules and reactive maintenance jobs are completed in line with service requirements.
- Develop and manage a full range of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for in-house and external contractors and monitor.
- Work closely with the account managers, finance and procurement teams to enable efficient start to end processes.
- In collaboration with Building Services Management Team and Building Operations Management Team, lead and develop CAFM system procedures in relation to information management and statutory requirements.
- Lead and be responsible for the quality and accuracy of information held on the CAFM system; asset registers, contract registers, Operation & Maintenance manuals, PPMs, maintenance and inspection records, warranties and guarantees, etc.
- Ensure the electronic asset register is correct and annually reviewed in line with guidance.
- Produce weekly reports from the CAFM system on all planned and reactive work including job allocation, status, compliance with SLAs.
- Manage complaints and service-related issues arising from reactive and planned works, maintain and monitor a log of these, and report.
- Positively impact on the team experience by having key management skills.
- Provide monthly and annual performance reports, identify areas for improvement and develop quality assurance processes and procedures.
- Work closely with Building Services, Building Operations, Projects, and H&S, develop ways in which CAFM can enhance the management of the assets.
- Report on the operational performance of all contracts.
- Set up and attend CAFM User Group meetings to enhance service delivery and develop system capabilities.
- Monitor performance, provide daily, weekly, monthly, and annual performance reports, identify areas for improvement and develop quality assurance processes and procedures.
- Constantly seek to improve the services to enhance customer experience.
- Develop and maintain effective working relationships with a wide range of internal and external stakeholders.
Requirements
- Must have experience in managing a team and experience in the facilities management industry.
- Interpersonal communication skills.
- Experience in conflict resolution.
- Previous experience within a similar role.
- Must have good attention to detail.
- Excellent organisational skills and an ability to manage time effectively.
- Experienced and extensive knowledge in using CAFM systems and managing a Helpdesk role.
- Demonstrate model behaviours that are consistent with an open, inclusive, and participative style.
- Proactive in identifying and pursuing opportunities that are appropriate to maintaining professional development.
- Ability to work flexibly and undertake other duties as reasonably allocated by management.
- Good leadership skills.
Help Desk Manager employer: Parker Jones Group Ltd
Contact Detail:
Parker Jones Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Manager
✨Tip Number 1
Familiarise yourself with the CAFM systems commonly used in the industry. Understanding their functionalities and features will not only help you during the interview but also demonstrate your proactive approach to mastering the tools you'll be using.
✨Tip Number 2
Brush up on your leadership and team management skills. Be prepared to discuss specific examples of how you've successfully managed teams in the past, especially in a facilities management context, as this will be crucial for the Help Desk Manager role.
✨Tip Number 3
Network with professionals in the facilities management sector. Attend relevant events or join online forums to connect with others who may have insights into the role or even know about opportunities at StudySmarter.
✨Tip Number 4
Prepare to discuss how you would enhance customer experience through effective service delivery. Think of innovative ideas or improvements you've implemented in previous roles that could apply to the Help Desk Manager position.
We think you need these skills to ace Help Desk Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing teams and facilities management. Emphasise your familiarity with CAFM systems and any relevant leadership roles you've held.
Craft a Compelling Cover Letter: In your cover letter, address the specific responsibilities mentioned in the job description. Discuss how your skills in conflict resolution and organisational abilities make you a great fit for the Help Desk Manager role.
Showcase Relevant Experience: When detailing your work history, focus on your previous roles that involved managing helpdesk operations or similar responsibilities. Use metrics to demonstrate your impact, such as improvements in service delivery or team performance.
Highlight Soft Skills: Given the importance of interpersonal communication and leadership in this role, be sure to include examples of how you've successfully led teams, resolved conflicts, and built effective working relationships in your application.
How to prepare for a job interview at Parker Jones Group Ltd
✨Showcase Your CAFM Expertise
Make sure to highlight your experience with CAFM systems during the interview. Be prepared to discuss specific examples of how you've managed or improved these systems in previous roles, as this will demonstrate your capability to lead the re-implementation and ongoing development of a new CAFM system.
✨Emphasise Team Management Skills
Since the role requires managing a team, be ready to share your leadership experiences. Discuss how you've trained and coached staff in the past, and provide examples of how you’ve positively impacted team dynamics and performance.
✨Prepare for Performance Reporting Questions
Given the importance of reporting on service performance, prepare to discuss how you've previously developed and monitored KPIs and SLAs. Bring examples of reports you've created and how they influenced decision-making or service improvements.
✨Demonstrate Problem-Solving Abilities
Conflict resolution is key in this role, so be ready to talk about specific challenges you've faced in facilities management. Share how you approached these issues, the solutions you implemented, and the outcomes, showcasing your ability to manage complaints and service-related issues effectively.
