Helpdesk Manager

Responsible for reporting on the performance of all services and the data held within the CAFM System

• Take the lead on the re-implementation, management and ongoing development of a new CAFM system.
• Produce a CAFM user guide ensuring processes and procedures are mapped and provide full training and support to users.
• Train and coach other staff to cover the Helpdesk, creating development plans for team:
  • Manage allocating engineer resource to reactive and ppm tasks working to KPIs.
  • Assist in business growth and implementation of new processes.
  • Ensuring statutory compliance is maintained and reported on.
• Ensure a planned systematic approach is implemented for PPM, statutory inspections.
• Ensure PPM schedules & reactive maintenance jobs are completed in line with service requirements.
• Develop and manage a full range of Service Level Agreements (SLA’s) and Key Performance Indicators (KPI’s) for in-house and external contractors and monitor.
• Working closely with the directors, account managers, finance and procurement teams to enable efficient start to end processes.
• In collaboration with Building Services Management Team and Building Operations Management Team, lead and develop CAFM system procedures in relation to information management and statutory requirements.
• To lead and be responsible for the quality and accuracy of information held on the CAFM system, asset registers, contract registers, Operation & Maintenance manuals, PPM’s, maintenance and inspection records, warranties and guarantees, etc.
• Ensure the electronic asset register is correct and annually reviewed in line with guidance.
• Produce weekly reports from the CAFM system on all planned and reactive work including job allocation, status, compliance with SLA’s.
• Manage complaints and service-related issues arising from reactive and planned works, maintain and monitor a log of these, and report.
• Positively impact on the team experience by having key management skills.
• Provide monthly and annual performance reports, identify areas for improvement and develop quality assurance processes and procedures.
• Working closely with Building Services, Building Operations, Projects, and H&S, develop ways in which CAFM can enhance the management of the assets.
• Report on the operational performance of all contracts.
• Set up and attend CAFM User Group meetings to enhance service delivery and develop system capabilities.
• Monitor performance, provide daily, weekly, monthly, and annual performance reports, identify areas for improvement and develop quality assurance processes and procedures.
• Constantly seek to improve the services to enhance customer experience.
• Develop and maintain effective working relationships with a wide range of internal and external.
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