Technical Facilities Helpdesk Manager

Location - Motherwell, ML1 1RU

Hours - Monday to Friday, 08:30 - 17:00

Benefits Include:

• Employee discounts via Perkbox
• Life Insurance
• Dental Insurance
• Cycle to work
• Access to a virtual GP
• Access to a health & wellbeing app

Are you dedicated to delivering great service and want to join a growing company that looks after its people? Do you have the skills and experience in a similar role with a business-focused mind-set? If so then we have the role for you.

As Technical Facilities Helpdesk Manager, you will be responsible for managing the end to end the Technical Customer Support Centre process. You will be responsible for delegating and managing a team of customer support centre operatives through a variety of tasks to ensure an efficient and effective service is provided to internal and external clients. The individual in this role will be an effective leader having managed a technical help desk across a national account within Facilities Management and who has the ability to balance competing priorities and is committed to ensuring that this function is delivered on time, in a professional manner.

Some of the duties involved:

• Liaise with Client, Account Directors/Managers, Allocation Manager and Contract Managers as necessary to ensure precise logging of all work requests received and support the accurate allocation of work, both reactive and PPM, utilising Navision system.
• Ensure all telephone calls are answered within agreed SLAs.
• The timely and accurate update of work orders from internal and external resources ensuring Client specified SLAs and expectations are met.
• Continual review and progression of open work orders to ensure these are progressed to completion, whenever possible, within Client specified SLA.
• Ensure adherence to agreed escalation processes to highlight issues affecting performance or work order completion.
• Identify, discuss, document and implement any required and agreed process changes.

Our ideal candidate will have:

• Base technical understanding Mechanical / Electrical / Fabric systems & assets.
• Experience of managing a Technical Customer Support Help Desk within an FM environment.
• Experience of FM managements systems and scheduling.
• Experience of utilising data analysis to motivate teams and improve performance.
• Ability to produce accurate data analysis and reports using systems and excel (pivots/v-look-ups, age profiles, charts).
• Experience of identifying and implementing process change.
• Experience in balancing competing priorities in a fast paced environment.

We’ll make sure that you have everything you need to do a great job. You will already have experience gained in a similar role. You will work 37.5 hours per week but will need to be flexible to ensure deadlines are met. You will have access to Apleona employee benefits that will be available to you as soon as you start.

Apleona is an equal opportunities employer who deliver facilities management services to clients all over the UK and with vacancies in your area this is a great time to join our teams.

If this sounds like a job for you then click on the apply button and we’ll start the process and if you’re a good match, we’ll be in touch to discuss the next steps.