Facilities Helpdesk Manager

Role: Helpdesk Manger

Reporting to: Head of Facilities Management

 Overview

The Property Support Manager will be the direct report for the Facilities Helpdesk team. This role provides guidance to the Helpdesk team and is the escalation point for all FM issues that are unable to be resolved by the team.  

Provides support to Head of Facilities Management with FM objectives.  Provide initial training on the Helpdesk to Operations and the Restaurant Teams.  Develop and maintain communication with internal stakeholders regarding Helpdesk and other FM objectives.

Key responsibilities:

·       Promote and provide exceptional levels of customer service to the business by way of managing a motivated and focused Facilities Helpdesk team.

 

·       Receiving and managing problematic escalation calls from internal team and third parties.

 

·       Manage service ticket system to ensure SLA targets are met and minimise lost trading hours.

 

·       Responsible for the personal development of each member of the Facilities Helpdesk team.

 

·       Investigation into re-occurring and/or persistent repairs and maintenance issues.

 

·       Communicating with restaurants and operations users of all levels.

 

·       Build and maintenance strong working relationships with contractors and other third parties.

 

·       Develop reporting on SLAs and Helpdesk activity.

 

·       Management of proactive and preventative maintenance planner and compliance documentation.

 

·       Use knowledge of Estate and Leases to advise Property Team on repairing responsibilities.  Liaise with Landlords and other Third Parties regarding building repairs.

 

·       Management of assets along with Operations Team by providing guidance on age and value.  Liaising with Suppliers for replacement when necessary.

 

 

·       Working with the business and third parties to make improvements to systems and processes to drive efficiency.

 

·       Out of hours support when necessary.

 

·       Any other business deemed necessary by the Head of Facilities Manager.

 

 

Requirements:

 

Interpersonal Skills

·       Motivational – able to motivate a team to hit support targets and generally keep a team stimulated.

 

·       Challenging – of internal team members who need an injection of drive and of third parties who do not performance to expectations.

 

·       Bigger picture – can consider detailed issues but at the same time does not lose sight of the bigger picture strategically.

 

·       Attention to detail - applying quality standards to all tasks undertaken and ensuring that nothing is overlooked.

 

·       High levels of Customer - understanding the needs of the internal or external customer and keeping them in mind when taking actions or making decisions.

 

·       Oral and written expression - communicating effectively by word of mouth and in writing.

 

·       Strong time management responsibility and project management skills

 

·       Exceptional communication and interpersonal skills with an aptitude for communicating issues all parties.