Facilities Helpdesk and Operations Manager-Milton Keynes- Perm- Up to 45k

My client a leading Facilities and Maintenance Provider are currently recruiting for an experienced Facilities Helpdesk Manager to join and lead a team on a prestigious contract in Milton Keynes

Monday to Friday #removed#

Facilities Helpdesk Management leading a Helpdesk Team and Contract Support Administrators

Contract Mobilisation

Raising Purchase Orders

PPMs

Liasing with Engineers

Internal monthly reports on QHSE, finance and strategy

Manage the communication for the account, from weekly updates through to regular flow through of communications

Ensure all new hires are processed effective

Responsible for the management of the helpdesk function, to include (but not exclusive to)

Line management of all helpdesk employees

Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system

Managing excellence levels of customer service throughout the journey

Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.

Helpdesk Reports

Improvement plans against poor performing areas.

Working directly with operational teams to drive continuous improvement

Reviewing trends in data to understand quicker response times

Building process, procedure and governance planning

Ensuring adherence to account KPI's and SLA metric