FM Helpdesk Manager

Role – FM Helpdesk Manager

Location- Preston (Must be in office at least 3 x per week)

Salary- Up to £40k

Your role as a FM Helpdesk Manager:

You will be responsible for the management and monitoring of reactive, remedial and PPM jobs logged against high risk concession contract KPIs and SLAs whilst managing a team of 4 within the FM Helpdesk team.

Our client work with both private clients and a PFI portfolio so candidates with understanding of PFI contracts, would be very well received. The PFI portfolio is worth circa £20m pa and the private division has circa £10m of contracts and is the existing growth area of the business with new contracts constantly being mobilised.

The successful individual will report to the Head of Business Services (HBS) who reports directly to the Managing Director.. This person will deputise the HBS and attend SLT-level meetings in the absence of the HBS and there is plenty of opportunity for growth in this role.

Your duties and responsibilities as a FM Helpdesk Manager:

• To take personal responsibility for the monitoring to completion and escalation if required of high risk reactive and planned tasks that may result in availability issues and the accrual of service failure points.
• Manage the reactive job logging process for the concessions portfolio ensuring adherence to the SLA/KPI obligations and considering effects of decisions, including financial and logistical implications
• Consistently improve CAFM system processes and reporting
• Take responsibility for the Customer Services team element of the provision of monthly client contractual reports and escalate any issues the relevant EWFM team
• Manage and monitor the raising of purchase orders for reactive works and the efficient and timely processing of goods receipts
• Review aged open purchase orders within CAFM and progress through to completion
• Maintain a fundamental understanding of the risks associated with the company’s contracts in relation to reactive and planned tasks and to organise the Customer Services team to minimise these risks whilst providing an exceptional service to all customers.
• Undertake regular Management Audits as defined by the Auditing schedule and report findings, recommendations and appropriate actions to the Head of Business Performance
• Gain a good understanding of client contracts across the LIFT/PFI/BSF contracts and ensure that the Customer Services team and Compliance team are appropriately trained in contractual obligations per each client

To be successful in your role, you should have the following skills and experience:

• Good leadership skills and experience
• Strong understanding of reactive, remedial and planned maintenance
• Good understanding of PGI/LIFT/BSF contract obligations
• Genuine passion for Facilities Management and customer service delivery
• Undertake regular Management Audits as defined by the Auditing schedule and report findings, recommendations and appropriate actions to the Head of Business Performance
• Gain a good understanding of client contracts across the LIFT/PFI/BSF contracts and ensure that the Customer Services team and Compliance team are appropriately trained in contractual obligations per each client
• Confident in conducting presentations

If you would like to discuss this role further please contact Jade Whitmore on 07306626969 / jadewhitmore@workwithglee.com