Facilities Management Helpdesk Team Leader

Job summary

Job Title: Help Desk Team Leader Location: Hagley Type: Full Time [8.30-5.00] Salary: Up to £35K Job Description: We are recruiting for an experienced Help Desk Team leader to oversee a small but busy team. They will be joining a successful Facilities Management company who specialise in the delivery of service, maintenance and compliance and other areas of hard FM. The company operates nationwide, completing reactive and planned works across a number of retail and commercial sites. Duties and Responsibilities: Support and Line management responsibilities for Help Desk team; providing coaching, performance reviews, absence management, setting targets, work monitoring, escalation, etc. Carry out weekly and monthly reporting to Senior Management. Managing the workload of the service desk team ensure tasks are prioritised accordingly. Maintain relationships with Account Managers and continuously monitor client service delivery against SLAs and KPIs Oversea allocation of work to engineers in response to reactive and planned maintenance, ensuring smart strategic geographical planning and service level agreements are met. Assist with producing estimates and quotations for customers and clients. Ensuring time on site for reactive, quoted and planned maintenance works are within contract budgets/spend limits. Job by job communication and tracking of engineering workforce to ensure operation systems are accurate and up to date within real time [e.g through client portals]. Ensuring job statuses within the CAFM system are upto date. Ensuring client issued spreadsheets are up to date and issued in set timescales. Be the key point of contact for the team, clients and engineers. Handle escalations and resolve issues promptly. Ensure internal processes are being followed. Review / Audit Engineer and Subcontractor paperwork and challenge any breach e.g H&S issues, clear wording, sent in timely manor etc. Ensure adequate staffing and shift coverage for holidays and OOH. Identify opportunities to improve processes and service quality. Implement best practices and innovative solutions. Person Specification Strong line management experience of managing a team Experience with planning and scheduling call outs/planned maintenance Experience working with and directing engineers. Experience quoting jobs/projects Previous experience on a fast-paced service/help desk Technical knowledge of the industry Excellent communication and problem solving abilities. Ability to prioritise own and others workload. Must be IT Literate, use of Microsoft and bespoke systems is required. High level of accuracy and attention to detail Desirable: Technical expertise within FM/ HVAC industry (desirable)