Facilities Service Desk Manager

A well-established Building service/Facilities company are currently looking for an experienced Help-desk manager to join them on a full-time basis based in International Operations Centre based in Livingston.

Responsibilities to include but not limited to:

• Managing the client CAFM system.
• Manging our Omnichannel communication and ticketing systems.
• Manage client sub-contractor including: meet with Account Manager, confirm contractors & assets, contact contractors to request quotes, add quotes to system, paperwork and comms.
• Line management of the Help-desk Team, including objective setting, performance management and development.
• Work alongside the Operations Manager in developing the ongoing strategy to ensure best fit alongside the company's growth.
• Monitoring the client Facilities Help-desk email inboxes.
• Inputting and tracking jobs on the CAFM system as required.
• Take a cradle to grave approach in the ownership of Help-desk services, including; actively monitoring open jobs and chasing engineers for updates where required.
• Raising purchasing orders as required.
• Supporting the Team in reviewing documentation and supporting with any issue raising.
• Dealing with escalations with sub-contractors’ paperwork/certificate non-submission.
• Support review of sub-contractor RAMS.
• Cover team absence and annual leave where required.

Key Requirements:

• Previous administrative experience required.
• Previous FM Helpdesk/Operations experience is required.
• Previous experience overseeing contractors required.
• Demonstrate strong administration skills.
• Strong IT skills including Microsoft Office.
• Excellent telephone and email manner, with solid communication and interpersonal skills.