Service Desk Team Manager

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View: 102

Update day: 18-05-2024

Location: London

Category: Information Technology

Industry:

Salary: £43,000 - £46,000 a year

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Job content

  • Do you have previous experience managing a service desk?
  • Do you have knowledge and awareness of CAFM systems?

About Our Client

A leading provider of building engineering services

Job Description

The key responsibilities for the Service Desk Team manager include

  • To develop robust administration processes and procedures identifying the recurring periodic (daily, weekly, monthly, quarterly, annually etc.) administration tasks that need to be consistently carried out by the team.

  • To ensure the compliance of processes and procedures, identifying any deviation and implementing corrective actions where necessary.

  • To ensure all necessary actions are completed or escalated in the day-to-day management of the Performance Management System, in accordance with the contractual SLA’s and KPI’s.

  • To provide line management to the Service Desk team including appraisals and ongoing performance review, conduct, attendance, capability, and training requirements.

  • Day-to-day ownership of the CAFM system for the delivery of service contract obligations. In practical terms, this will include the management of PPM tasks, scheduling of engineers and subcontractors to attend planned and reactive works; review and progression to financial closure of Variations/Work Orders.

  • To manage the service desk team to ensure reactive and additional work requests are effectively and efficiently progressed in accordance with contractual SLAs through to financial completion, monitoring the client systems, such as ISS service desk where required.

  • To ensure adequate information is available to successfully administer the contract; to raise any areas of deficiency with the Engineering Manager as appropriate.

  • To increase the face-to-face engagement of Service Desk coordinators with the customer or key stakeholders.

The Successful Applicant

The successful candidate will have the following skills and qualifications:

  • Qualification in administration, secretarial or another business-related subject - desirable.
  • Computer literate with excellent I.T. skills especially Excel, Word and PowerPoint.
  • Knowledge and awareness of CAFM systems.
  • Management or supervisory training -
  • Minimum of 5 years’ service desk experience.
  • Previous experience of managing service desk and administration teams within the building services industry.
  • Excellent Supervision and Leadership skills.
  • Commercially focused and highly organised.
  • Computer literacy, written, good oral communication and interpersonal skills.
  • Ability to prioritise workload within tight deadlines and to a high standard.
  • Requires ability to be a comfortable self-starter.
  • Adjust rapidly and effectively to changes in work demands or business needs.
  • Effective communication skills with customers and to all levels of management.
  • Understanding of building services maintenance job management from creation to invoice.

What’s on Offer

Competitive salary

Wide range of benefits

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Deadline: 02-07-2024

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