Helpdesk Manager

Main Purpose of Job: Responsible for overseeing our CAFM system, ensuring it runs efficiently while managing engineer resources, maintaining compliance, monitoring performance, training staff, handling service issues, and working with stakeholders to improve operations and customer experience. Responsible for reporting on the performance of all services and the data held within the CAFM System.

Key Responsibilities:

• 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, creating development plans for the team.
• Manage allocating engineer resource to reactive and ppm tasks working to KPIs.
• Assist in business growth and implementation of new processes.
• Ensuring statutory compliance is maintained and reported on.
• Ensure a planned systematic approach is implemented for PPM, statutory inspections.
• Ensure PPM schedules & 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.
• Working closely with the directors, 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.
• To lead and be responsible for the quality and accuracy of information held on the CAFM system, asset registers, contract registers, Operation & Maintenance manuals, PPM’s, 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.
• Working 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.

Must have experience in managing a team and experience of facilities management industry. Previous experience within a similar role.

Technical Skills, Knowledge & Experience:

• Experience in conflict resolution.
• Experienced and extensive knowledge in using CAFM systems and managing a Helpdesk role.
• Good leadership skills.

Soft Skills:

• Interpersonal communication.
• Must have good attention to detail.
• Excellent organisational skills and an ability to manage time are essential.
• Demonstrate model behaviours that are consistent with an open, inclusive, and participating style.
• Proactive in identifying and pursuing opportunities that are appropriate to maintaining his/her professional development.
• To work flexibly and to undertake such other duties that may reasonably allocated by management.

Qualifications:

• GCSEs at grade A – C in English Language and Mathematics (or equivalent).