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Helpdesk Manager (FM)PRS is seeking a dynamic and experienced Helpdesk Manager. As a leading provider of facilities management services, we’re looking for someone who can drive the efficiency and effectiveness of our CAFM system, ensuring seamless operations across the board. This is a fantastic opportunity for someone with a strong background in managing teams, facilities management, and CAFM systems, who is ready to take the next step in their career.
Key Responsibilities:
- Oversee performance reporting and data management within the CAFM system.
- Lead the re-implementation and ongoing development of the CAFM system.
- Create and deliver user guides, training, and ongoing support.
- Manage engineer resource allocation to reactive and planned tasks.
- Develop and monitor Service Level Agreements (SLAs) and KPIs for internal and external contractors.
- Ensure statutory compliance, PPM schedules, and maintenance tasks are on track.
- Collaborate with multiple teams (directors, finance, procurement, etc.) for efficient service delivery.
- Maintain and manage CAFM system data, asset registers, O&M manuals, and compliance records.
- Provide regular reports on work status, service levels, and complaints.
- Foster team development through training, coaching, and leadership.
Requirements:
- Proven experience in managing a team in the facilities management sector.
- Strong communication, conflict resolution, and leadership skills.
- Extensive knowledge of CAFM systems and Helpdesk management.
- Detail-oriented with excellent organizational skills.
- Ability to develop and improve services, ensuring customer satisfaction.
- Flexible and proactive with a focus on professional development.