Due to our continued growth and expansion, we have a fantastic opportunity for you to join our facilities management team in this Client facing role as an Facilities Management (FM) Helpdesk Manager.

REQUIRED EXPERIENCE

• 3 years’ experience in managing a fast paced facilities management or similar helpdesk
• Experience in responding to customer queries from multiple sources such as online service platforms, email and phone
• Familiarisation with maintenance management / CAFM systems
• Excellent administration and computer literacy skills with a sound working knowledge of Microsoft Office applications
• Excellent communication and interpretation skills
• Be reliable and flexible in approach to work and have an ability to carry out, where necessary, other tasks essential to the smooth running of the contracts
• Strong customer focus and strong awareness of client needs
• Leadership skills and the ability to motivate and develop staff
• Desire to help others work towards targets and develop their skills
• Ability to set, meet, and exceed targets
• Proven experience managing escalations and high-priority incidents (within a facilities management environment preferred)

DESIRABLE EXPERIENCE

• Sicon / Sage / Verisae experience
• Health and safety (H&S) qualification

THE ROLE

This is a hands-on, office-based leadership role, working closely with the client and internal teams to strengthen relationships, manage escalations, and ensure we consistently exceed expectations within a fast-paced and demanding facilities management environment.

KEY RESPONSIBILITIES AND DUTIES

Helpdesk Manager

• Coordinate with the technicians and subcontractors on the requirements of each job to respond quickly and efficiently
• Allocate work orders to Harvey Group maintenance teams and/or subcontractors as required
• Liaise with clients on job progress and monitor engineer close out performance for job completion
• Identify and escalate situations requiring urgent attention to the Contracts Managers / Head of FM
• Work closely with Contract Managers to develop and enhance the quality of service and reporting processes
• Carry out monitoring of helpdesk system data to ensure that helpdesk work orders have been accurately created, assigned, prioritised and categorised in line with contractual KPIs and SLAs
• Managing the daily running of helpdesk including effective resource planning, and implementing strategies and operations
• Monitoring call quality, tracking performance, identifying areas for improvement, and conducting performance reviews to ensure staff development and training needs are met
• Supporting the FM Managers with resource planning to manage peaks in demand, particularly during seasonal pressures and project rollouts

General Administration

• Maintain a high level of quality in relation to all administrative duties on the contracts
• Maintain a database of records pertaining to all aspects of maintenance, including statistical reporting and invoice control
• Preparing reports for completed works including costs and back-up information
• Collation of payroll documentation including engineer timesheets
• Management of finance administration duties, including raising purchase orders, goods receiving, matching, and checking invoices
• Logging incoming helpdesk calls using the helpdesk software; ensuring that all the required information is included
• Update our clients CAFM systems on completion of PPMs with all relevant paperwork