Facilities Helpdesk and Performance Manager- 55k- Permanent- London West End

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 London.

Monday to Friday 8.00-17.00

• Facilities Helpdesk Management leading a Helpdesk Team
• 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