Helpdesk Manager - FM Service Provider - Longcross, Surrey - Up to £40k per annum
CBW are currently recruiting for a Helpdesk Manager looking to take on the next challenge. One of our key clients is looking for a hardworking, ambitious individual to join the team and grow within the company. Hours of Work:
- Monday to Friday
- 8am to 5pm
- 40 hours a week
- Office based
- Occasional travel to Uxbridge
Responsibilities:
- Manage the CAFM system – including creating and uploading PPM planners, facilitating changes to PPM tasks on the system and approve any external changes.
- Take full ownership of Helpdesk services including; actively monitoring open/paused jobs, allocation of PPM tasks to the relevant resource and chasing engineers/subcontractors for updates.
- Ensure all activities comply with company policies, health & safety standards, and industry regulations.
- Ensure system data integrity for assets, PPM schedules, reactive jobs, and documentation.
- Manage subcontractors including booking in works, uploading paperwork, ensuring RAMs are correct and in place.
- Line management of the Helpdesk Team, including objective setting, performance management and development.
- Monitoring the Facilities Helpdesk email inbox.
- Raising purchasing orders and placing orders as required.
- Review H&S documentation including risk assessments, contractor RAMS and supporting with any issues.
- Review and action remedial works from sub-contractors service sheets.
- Dealing with escalations with subcontractors paperwork/certificate non-submission.
- Assist the Account Manager with creating reports and attending client meetings.
- Cover team absence and annual leave where required.
- Lead continuous improvement initiatives to optimise Helpdesk and CAFM processes, increasing efficiency and service quality across the contract.
- Ensure service delivery is aligned with contractual KPIs and SLAs, proactively addressing performance issues and identifying trends in reactive and planned maintenance.
- Build and maintain strong relationships with clients, suppliers, and internal stakeholders, acting as a key point of contact for operational delivery.
- Previous contracts management experience essential
- Previous administrative experience required
- Previous FM Helpdesk/Operations experience is required
- Strong H&S knowledge including IOSH managing safely inc RAMS and PTW
- Previous experience overseeing contractors required
- Ability to manage multiple priorities in a fast-paced environment.
- Demonstrate strong administration skills
- Strong IT skills including Microsoft Office
- Excellent telephone and email manner, with solid communication and interpersonal skills
- Excellent attention to detail