Helpdesk Manager- Facilities - London, United Kingdom - Aatom Recruitment

Aatom Recruitment
Aatom Recruitment
Verified Company
London, United Kingdom

4 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

Working on behalf of a Local Authority, Aatom Recruitment has an opportunity for a Helpdesk Manager to work on a 3 month's contract with a possibility of an extension.

**The Umbrella company rate at £25.47 per hour

  • Inside IR35.****Office
- based Initially.**
STANDARD DBS IS REQUIRED

Role Purpose:


To manage and take overall day to day responsibility of the existing Help Desk and resource scheduling teams, presently comprising 7 personnel, for service users to report faults and deliver planned maintenance and reactive works across 150 corporate andcommercial sites utilising a mixture of intrinsic and sub contract resource.

In addition, planned and reactive M&E services are presently undertaken on behalf of 39 Schools the majority of which being delivered In House.

Utilising relevant IT and Telephony,recording accurately, passing details to the appropriate body for resolution, and ensuring that key information and performance measures are provided to Members, Heads of Service and the Senior Management team as and when required.

This is a challenging post requiring a significant degree of self-motivation, requiring knowledge of Technology Forge and Planet CAFM systems.

The post holder will ideally have in depth knowledge of facilities management and the complexities of dealing withmultiple sites and contractors together with demonstrable experience gained within a service delivery environment.


The post holder will also work closely with the Schools and Corporate FM Managers and the Property Data Manager as systems, data and processes migrate from Planet to a Technology Forge CAFM based delivery platform.


Example outcomes or objectives that this role will deliver:

  • Have overall responsibility for the operation, maintenance and updating of the Council's operational Computer Aided Facilities Management Systems.
  • Ensure all work orders for both planned and reactive maintenance and works, invoicing and any internal transfers are processed efficiently and prioritised correctly, within required timescales.
  • Ensure all work orders are followed up, chased as necessary and expedited through to conclusion.
  • Ensure that all ongoing issues are reported to the relevant Property Manager, Schools or Corporate FM Managers for further action.
  • Provide effective team management, advice and supervision ensuring the overall outputs of the associated systems are delivered with service needs met. Coaching and developing staff to maximise performance.
  • Maintaining and forward planning all key PPMs to inhouse or specialist outsourced contractors.
  • Delivering core hour Helpdesk cover for Corporate, commercial and school properties. (Out Of Hours helpdesk and support for emergencies)
  • Manage and maintain a database for recording all issues reported to the facilities helpdesk.

Technical Knowledge and Experience:


  • Experience of managing a team to meet targets and provide complex data to varying audiences.
  • Good communication skills.
  • Planning and organisation.
  • Excellent attention to detail
  • Problem solving.
  • Ability to work on own initiative and be proactive.
  • Flexibility to work beyond regular working hours as and when required.
  • Ability to prioritise work accordingly.
  • Proficient use of IT and communications equipment.
  • Working towards Key Performance Indicators (KPI's)
  • Previous experience of working in a fast paced and evolving Facilities Management environment.
  • Experience in dealing with staff and customer queries.
  • Good team player.
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