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Helpdesk Manager

Fusion People Ltd
Closing date
20 Oct 2021

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Technology & New Media
Contract Type
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Helpdesk Manager
Blackfriars, London
Contact Helen Phillips

£18.00 - £21.00 an hour PAYE
£22.50 - £26.28 an hour via an umbrella company

40 hours a week.

We have an excellent contract opportunity for a Helpdesk Manager to start a contract role based in Blackfriars working for a leading FM company!

The position has responsibility for a number of functions within the Project: a client facing 24/7 helpdesk, providing a logging, allocating and completion process, an administration team, and line management of the Data Assistant. Line Management of the teams to ensure service delivery is to the highest standards and maintained across multiple contracts and clients. Continually reviewing operating performance to maximum efficiency within these functions.

Additional responsibilities include: Coordinating project communication on behalf of all the Project team, writing minutes of Managements meetings,, ensuring continued compliance with Client and Internal KPI / SLA's, recruitment and selection of new team members, fire warden duties, coordination and final proof read on the Project's monthly report, coordinator for SOMAD and charity work, have strong interpersonal skills including the ability to promote the services delivered to new and existing clients, compiling monthly performance reports.

Other duties will include:
*To co-ordinate activities and provide overall management of the Helpdesk, Data and admin functions
*Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting and setting exceptional customer service targets
*Ensure that calls are answered within agreed time scales and in an appropriate manner.
*This role will includes working with OOH's teams and being available as a point of escalation for issue resolution.
*To liaise closely with all the contracts, contact teams, ensuring the delivery of the helpdesk service meets their expectations
*To be actively involved in the mobilisation of any CAFM systems within the Business
*To be the main point of contact for all new Contracts
*Attend any client/customer review meetings and take appropriate actions where required.
*To be the key link person for any Project communications e.g. generator testing, MMM's etc.
*To be the lead person for the coordination of SOMAD and charity events or working within the community
*Produce weekly and monthly operational reports, as required.
*To monitor quality of feedback from clients and quarterly customer satisfaction reports to the Senior Project Manager.
*Attendance at senior management meetings
*Complete performance reviews with all direct reports in line with company guidelines.
*Proactively participate in training and development of direct reports
*Second line disciplinary management
*All other duties as reasonably required

Experience and skills required:
*You must have excellent experience as a Helpdesk Manager or similar
*Experience carrying the above duties out (to be clear on CV)
*Experience managing a FM Helpdesk Team
*Experience on CAFM Systems
*Experience working within a facilities Management Helpdesk environment

Match the above and available for a contract role then apply now!

Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business.

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