Job Ref: 214228636

Date: 2021-07-19 11:28:41

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JOB TITLE: Help Desk Manager
LOCATION: High Wycombe
RATE: £16.83 Per Hour (PAYE)
HOURS: 40 hour week, 08:30 – 17:00 Mon – Fri

THE CLIENT
My Hertfordshire based client is currently looking to recruit a Help Desk Manager to join their MOD projects team on an initial 3 contract basis.

THE ROLE
* Working independently, responsible for initiating and completing tasks and procedures, including where relevant responsibility for supervising or guiding others.
* The ability to gain, and where relevant apply a range of knowledge, skills and understanding
* The position has responsibility for a number of functions within the Project: a client facing CAFM Helpdesk, providing a logging, allocating and completion process, an administration team, and line management of the Data Assistant. The successful applicant will manage service delivery to meet the highest standards and maintained across multiple contracts and clients. Continually reviewing operating performance to maximum efficiency within these functions.
* Additional responsibilities include: Coordinating project communication on behalf of all the Project team, writing minutes of Managements meetings, ensuring continued compliance with Client and Internal KPI/SLA's, recruitment and selection of new team members, coordination and final proof read on the Project's monthly report, coordinator for SOMAD and charity work, have strong interpersonal skills including the ability to promote the services delivered to new and existing clients, compiling monthly performance reports.
* To co-ordinate activities and provide overall management of the Helpdesk, Data, and admin functions to ensure conformity in meeting common aims of Customer Service and generally promoting and developing the company brand. Ensuring a uniform operational delivery model approach across all processes and clients, wherever it is possible.
* Responsible for the daily running and management of the helpdesk desk through the effective use of resources with responsibility for meeting and setting exceptional customer service targets as well as planning areas of improvement or development.
* Ensure that service request are answered within agreed time scales and in an appropriate manner. Responsible for managing PFI company contracts, handling customer enquiries where appropriate. Co-ordinate and motivate staff and be pro-active in staff engagement.
* Support the project team with Maximo guidance and informal training
* Early identification of business SLA risks by monitoring against SLA for the project to ensure failures are mitigated
* This role may will include working with OOH's teams and being available as a point of escalation for issue resolution.
* Promote the processes of the Project, that internally across the business or externally to customers and external parties such as Medirest, New hospitals /Trust. Will need to be an effective figurehead in representing the interests of the team across the business.
* To liaise closely with all the PFI contract contact teams, ensuring the delivery of the helpdesk service meets their expectations
* To take ownership of the compliance filing system, ensuring that an effective filing system is in place that is easy to use by all parties.
* To be actively involved in the mobilisation of any CAFM systems within the Business, providing support and training as and when required.
* Ensure CAFM System is in place to optimise the management of all assets for planned and reactive works
* Utilise CAFM system to maximum effect on the Account: operational delivery, commercial and demonstrating best practice
* To be a key main point of contact for all new Contracts, by establishing excellent relationships and clear understanding of contract needs and requirements
* Attend any client/customer review meetings and take appropriate actions where required.
* To provide support and development to the Data Assistant, with regular communications and meetings to keep focus on the key issues and any resolutions.
* To be the key link person for any Project communications e.g. generator testing, MMM's etc
* Produce weekly and monthly operational reports, as required.
* Analyse and interrogate helpdesk performance data and implement corrective actions as required.
* To monitor quality of feedback from clients and quarterly customer satisfaction reports to the Project Manager.
* Attendance at senior management meetings may be required as will the ability to implement business change as appropriate.
* Train and develop team members in the operation of all CAFM systems and Admin Support procedures
* Complete performance reviews with all direct reports in line with company guidelines.
* Liaise closely with the Estates Management team to ensure effective job logging and allocation
* Communicate effectively with the Senior Management and Commercial teams in all matters relating to operational delivery
* Attend management meetings, take notes and issue follow up actions as necessary
* Management development to ensure that a high-quality team is maintained including performance management. Succession planning and personal development.
* Proactively participate in training and development of direct reports
* Second line disciplinary management
* An understanding and working knowledge of CAFM or similar automated scheduling software.
* Ensure Asset information data is kept up to update and creating new Assets, as required, from Alteration and Life Cycle works
* Asset integration – Validation of asset details in terms of amending asset description, Manufacturer, and correct locations etc
* Asset Cleansing – Manage and monitor the Assets, decommission assets, removal of duplicates
* PM Creation – Adding new PPM's: Allocation of the correct job plan, frequency of visits, sequencing maintenance, allocation to asset and linking to supporting standards i.e. SFG20 & HTM
* PM Scheduling and Rescheduling including generation of work orders
* PM Cleansing – Ensure correct SFG reference and HTM are in place and works are correctly allocated to the direct employee or vendor.
* Change Control process to ensure we remain compliant in terms of our reporting to the client and advise the SPV of changes for approval.
* Prepare regular report, as frequency and project diary may direct, on compliance with Service Level Agreements.
* Schedule SLA review meetings, with the maintenance manager and engineering team, to review reports in order to support the completion of planned and reactive maintenance works within the required period.
* Review and checking reported closing times are actual as opposed to retrospective
* Mitigations – Flag up Alterations, Access Restrictions so that mitigation can be formally recorded in real time.
* Extension of time requests – manage the Extension of Time Request process for management team, agree and support the process to issue to the client for review/acceptance
* Prepare the draft month reporting requirements as directed
* Managing Start Centre's – (PPM & Reactive Live Screens)
* General support to project team for V-Nexus queries
* To support and contribute to the delivery of the DMS requirements
* Import data with Maximo Integration Framework (MIF loads) – Data changes/uploads
* Annual audits covering vendors on site to ensure correct allocation

ABOUT YOU
* Must have Maximo experience
* Must have previous management experience
* Knowledge of planned and reactive maintenance works essential
* Experience in helthcare sector advantageous but not essential

"VGC Personnel Ltd are acting as an employment business in relation to this vacancy

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