Helpdesk and Performance Manager
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Soft Services
Operations
Facilities Management (main)
Estates, Property
- - Helpdesk and Performance Manager
- - £33,000 - £36,000
- - Manchester
We are currently recruiting for a Helpdesk and Performance Manager to work at a large critical site in Manchester. Working alongside a dedicated FM team, you will run a small on-site helpdesk who schedule all PPM and Reactive works across the site. As well as ensuring this runs smoothly, a large part of the role will be working alongside the Account Manager and helping to monitor the overall performance of the contract, running reports and analysing KPI data. This performance manager will help keep the site compliance ensuring penalties are actively avoided and financial targets are met to ensure professional services are always delivered to the client. As this is a PFI contract, experience of working in this environment and understanding the KPI system here is essential.
This is a role with excellent prospects with a clear road into operations and estate management for those who are driven an ambitious - support and training will be given.
Duties of the role
- - Responsible for day-to-day monitoring of performance and reporting to understand and analyse helpdesk performance, primarily on reactive tasks.
- - Support the Account Manager by producing monthly deduction, service and performance reports, daily updates and weekly dashboards and other reports as required.
- - Monitor performance of contract on a daily basis to identify trends and minimise failures by providing advice, feedback and updates to the team in the promotion of best practice in relation to payment mechanism deductions
- - Ensure Internal compliance with Management reports and systems including delivery of the
- - Sustainability and Health and Safety reporting and planning
- - Manage the helpdesk team, offering coaching support and monitoring quality for a team of operators including objective setting.
- - Support the Management Team in the production of both external operational performance management reports and internal reports on a regular basis or as required.
- - Monitoring contract performance (including SLA performance, chasing work down, processing KPI contract requirements and service request management)
- - Identify and develop with Technical Service Managers (TSM'S) and Helpdesk Supervisor improvements to PPM and Workflow performance.
- - Responsible for the effective management of the helpdesk, ensuring that all information is correct and that the processes are followed by both the Workflow Operatives and Engineers, and also by customers.
- - Ensure that the Helpdesk Team is adequately skilled and that all training requirements are completed along with completing relevant reviews.
- - Ensure the delivery of excellent customer service at all times.
- - Establish and maintain good team morale and drive performance.
- - Take ownership of concerns, issues and requests by client's members of staff and follow through to resolution.
In exchange for you hard work you will get the following benefits:
- Pension scheme
- 5% bonus
- Company vehicle
- Medical and Life Insurance
Candidate Requirements:
- PFI Experience is essential
- Understanding of contractual compliance
- Strong Excel skills
- Experience with running reports
- CAFM proficient
- Excellent planning and organisation skills
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