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AH Support Services Limited
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Stevenage, Hertfordshire
Technical Services Manager
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Salary: From £29,000 to £32,000 per annum |
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Overview
Role Overview: The core purpose of the role will be to manage our Helpdesk & Maintenance Team to log, respond and organise a full range of facilities management work including planned and reactive works, from customer enquiries to job completion ensuring at all times an outstanding level of customer satisfaction is being met. Key Duties and Responsibilities: · Manage and Support the Helpdesk team, to log, respond and organise all planned and reactive works, from customer enquiry to job completion within SLA time frame. · Manage work orders through the company's system, ensuring contract SLA's and KPI's are met whilst ensuring data is accuracy. · Adherence to the procurement process in line with procedures. · Create, Collate and distribute all reports in line with procedural and contractual requirements. · Attend operational meetings with the Ops team when required and take minutes if required · Regular team meetings completed with maintenance team · Create and maintain effective individual and team working relationships with Operations as well as the Client, Subcontractors and their representatives. · Support the Helpdesk staff by defining and establishing schedules, setting priorities, providing support/direction and dealing with administrative issues as needed. · Provide & Create Health & Safety Information for clients / staff Gather and analyse helpdesk information to help set workload/performance and identify trends in Helpdesk issues · Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints. · Create and maintain effective individual and team working relationships with all internal and external customers and ensure client confidentiality is always maintained. · Train helpdesk staff on operational procedures and troubleshooting techniques, provide training on new hardware and software applications as and when required. · Ensure excellent customer service delivery, promote customer satisfaction and achievement of all SLA's and KPI's. · Responsibility for the implementation of Health & Safety, Office Behaviours and Consumable Ordering · Managing Office stock levels · Assigning with Fleet Management · Reporting directly to Operations Director · Any other duties as may be assigned by the Operations Director. Person Specification: · Ability to use Microsoft Office and other required operating systems · Strong Administration and multi-tasking skills · Able to work under pressure · Ability to manage a team effectively · Experience within a helpdesk environment · Experienced in dealing with difficult interpersonal situations regarding support issues · Analytical thought process · Effective communicator · Understanding of Facilities Management and FM contracts is desirable · Previous experience managing a FM Helpdesk is desirable · Attention to detail Full UK driving licence required as you may be required to travel on occasions Job Types: Full-time, Permanent Experience: · Operations Facilities Management: 2 years (Preferred) · Helpdesk: 1 year (Required) Maintenance management: 2 years (Required) This job was originally posted as www.totaljobs.com/job/89693855