Helpdesk Manager – Multi site Retail/Leisure

My client is a market leading international Retail/Leisure business with a significant portfolio within the UK.

They require an experienced Property FM Co-ordinator / Helpdesk Controller to drive significant change within a fast paced help desk environment. .

The role

My client is looking for a Maintenance Helpdesk Manager to look after a team on the Maintenance Helpdesk.  This role is vital in ensuring that all proactive and reactive maintenance is either planned in appropriately or responding to emergencies (via a team of contractors) to ensure the sites are trading safely and legally. This role is based at HQ in Hertfordshire and reports directly into the Property Director. 

The key responsibilities of the role are: 

• Ensuring all of our sites are open and trading legally with minimum downtime for maintenance issues, by line management of the Maintenance Helpdesk, external consultants, and contractor base.
• Team management of approx. 6 people.
• Escalation of business critical issues
• Management of contractor base and quality/cost control

What we’re looking for

• Extensive experience in managing help desks with a track record of introducing changes to technology and processes
• Ability to drive efficiencies in a help desk environment with extensive experience of process improvement
• Experience of people management within a helpdesk environment
• Ability to lead and motivate a team of staff
• Experience of working in a customer service orientated environment.
• Ability to provide a high quality of customer service.
• You will possess excellent communication skills, a cool head. A bright and credible professional, you’ll already have a role with a strong customer-led approach and an imaginative, forward-thinking mind-set.
• If you can demonstrate a customer and quality focus along with strong negotiating and influencing skills my client can offer a truly rewarding long term career.