Helpdesk Manager
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Full Time/Permanent
Facilities Management (main)
£30,000 to £39,999
£30k - 35k per year + pension, holidays, promotion
East of England
Mildenhall
1303
15-10-2019 03:00 PM
12/11/2019 03:01
- Helpdesk Manager
- £30,000 - £35,000
- Mildenhall, Suffolk
- Permanent role
Our client is currently recruiting for a Helpdesk Manager in Mildenhall, Suffolk; working on a permanent, full time basis 40 hours a week. The primary role for this position will be to supervise a central helpdesk team consisting of a supervisor and 15 Helpdesk Administrators. The helpdesk team will be responsible for all maintenance issues across 3 large sites.
The main objectives of this role are:
- To moblise and manage the helpdesk team to deliver each contract requirements
- Attend management meetings, representing the helpdesk function of the business
- Working with the Admin team and contract managers to produce KPI reports
- Support each contract team liaising with the client and end user
- Takes ownership of customer requests and issues and sees them through to conclusion on behalf of the customer
- Set up CAFM System and supporting reports and liaise with central support function
- Report on helpdesk activities and KPI's
- Assist admin team with contract cover, taking calls, logging jobs, dealing with the end user
- Deliver staff briefings and tool box talks
- Promote and drive the company values
- Keep up to date with industry developments, driving innovation and effective change
Benefits of the role include Defined Contribution Pension Scheme 5% Match, 2 x Life Cover, Business Use Only, 5% Bonus 22 days Annual Leave rising to 25 days after 3 years.
Person Specification:
We are looking for a confident, experienced a driven individual with good planning and organisational skills.
Qualifications or Required Experience:
- Management experience in a helpdesk environment
- Good I.T skills and qualifications particularly Microsoft word and excel
- FM contract background preferred
- Able to deliver to timescales and hit targets on time
- Strong team manager with the ability to develop their staff
- Good communicator who is open and honest
- Strong planning skills about to make the best use of time in a fast-paced environment
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