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Manager facility - London, United Kingdom - HAMILTON ROWE RECRUITMENT SERVICES LTD
Description
Help Desk ManagerCentral London - Mon - Fri 8am - 5pm
Permanent - GBP50,000 - GBP55,000
Our client, who is a leading building maintenance provider, is looking to add a Help desk & Performance Manager to their team on a permanent basis.
Help desk manager:
Responsible for the management of the help desk function, to include but not limited to;
Line management of all help desk employees
Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing
Daily, Weekly and Monthly reporting of help desk stats
Reviewing trends in data to understand quicker response times
Building process, procedure and governance planning
Ensuring adherence to account KPI s and SLA metric
Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
Build governance packs to manage the requirements of the account from a contractual perspective. Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive
Experience with P&L Management and Debt Management
Knowledge of Microsoft Office, Sage Accounts/Payroll, Oracle, SharePoint, Power B, Bachelor's degree or master's degree in accounting, business, economics, finance, or a related field;,
computer skills; understanding of data privacy standards.
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