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Help Desk Manager

Office Angels
Job LocationLivingston
EducationNot Mentioned
Salary£30,000 - £35,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

*Are you an experienced FM Help Desk/Custotmer Service Manager with proven relevant 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 Help Desk Manager. The role is perfect for someone who has proven experience in a senior facilities/help desk management role looking for a new challenge.You must have experience working with contractors as well as managing a Help Desk team and CAFM systems/ticketing systems.Based in West Lothian, salary to to £35,000 per annum depending on experience. The core hours are Monday - Friday, 9am-5.30pm, some out of hours work will be required on a rota basis and the role is fully office based.What you will be doing:

  • Oversee the client CAFM system, managing tasks such as creating and uploading PPM planners, approving extension requests, and facilitating changes to PPM tasks. Approve any external alterations as necessary.
  • Manage Omnichannel communication and ticketing systems efficiently.
  • Handle client sub-contractor annual renewals, which includes meeting Account Managers, confirming contractors & assets, acquiring quotes, organizing and filing paperwork, and communications.
  • Lead and manage the Helpdesk Team, setting objectives, conducting performance evaluations, and fostering team development.
  • Collaborate with the Operations Manager to devise and execute strategies aligning with the companys growth.
  • Monitor client Facilities Helpdesk email inboxes and manage job tracking on the CAFM system.
  • Take full ownership of Helpdesk services, overseeing open jobs and communicating with engineers for updates.
  • Generate purchasing orders and assist in allocating PPM tasks to the appropriate resources.
  • Support the team in document reviews, issue resolution, and dealing with subcontractor escalations related to paperwork/certificate non-submission.
  • Assist in reviewing subcontractor RAMS and provide coverage during team absences or annual leave
What you will need:
  • Prior experience in FM Helpdesk/Operations Management and overseeing contractors is required.
  • Demonstrate strong administrative skills and proficiency in Microsoft Office.
  • Possess excellent telephone and email etiquette, with exceptional communication and interpersonal abilities.
  • Strong IT skills including CAFM and or Ticketing systems as well as a proactive approach to problem-solving.
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.

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