Help Desk Manager

Job Description

*Are you a highly proactive Help Desk Manager with excellent business and commercial acumen who thrives on providing a first-class service experience*Do you have Facilities Management or CAFM systems experience*Do you have a natural flair and passion for people management and would like to Manage a vibrant and friendly team Office Angels Livingston are collaborating exclusively with a fast paced and innovative team for a Permanent Helpdesk Manager. The role is perfect for someone who has proven experience in a senior customer service position or management role looking fora new challenge. You must have either CAFM systems or ticketing systems and proven management experience.Based in West Lothian, salary between £25,000 and £30,000 per annum. The core hours are Monday - Friday, 9am-5.30pm, some out of hours work will be required on a rota basis every month.Role OverviewYou will manage direct reports and work in partnership with this vibrant Helpdesk team who provide a first line of support for Technical, Building Management and Facilities Services. You will be an experienced Manager and or have experience in facilitiesmanagement or CAFM/ Ticketing systems would be highly desirable. You will oversee through all escalated issues and high priority jobs from initial log through to final resolution with the team, ensuring you and the team provide excellent customer service eachtime. Naturally confident and savvy, you will have a good knowledge of Microsoft platforms and software and take real pride in your work and enjoy going the extra mile. This is a fast paced and busy Help Desk Management client which is why previous experienceis preferable as you need to hit the ground running. The company offers great opportunities for hard workers that are keen to build their career long term and progress.Duties include:

• Manging the Helpdesk Team, ensuring high priority jobs and escalations and managed within time frames
• Ensuring you and the team accurately process enquiries, escalations, resolving concerns where possible and ensuring call back requests providing and reporting all key information
• Process reports for engineers, highlighting working hours and material costs as well as reporting on daily, weekly and monthly team activity and productivity.
• Liaise with contractors, client representatives, and the full team including engineers as required to ensure issues are handled effectively
• Ensure Contractors are aware of outstanding issues and are dealing with them in a timely manner
• Ensure Clients are updated with progress of works
• Appropriately escalate any issues where suppliers and engineers have failed to respond within contract timescales
• Assist with producing engineer/sub-contractor quotations
• Any other Ad hoc duties as required

Skills and Experience required:

• Experience of Managing a team in a similar environment, and or CAFM/Ticketing/FM experience
• Preferably experience working in facilities or commercial FM helpdesk role at a senior level is preferred
• A strong sense of urgency
• Attention to detail
• Ability to multi-task
• Good memory
• Enjoy a challenge
• Excellent communication skills - both written and verbal
• Good working knowledge of Microsoft office and Microsoft Teams
• Ability to work manage direct reports as well as work on own initiative and as a part of a team

Interested Please call Nadia at Office Angels Livingston today or send your CV to Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.By applying for this role your details will be submitted to Office Angels. Our Candidate Privacy Information Statement explaining how we will use your information is available on our website.