Helpdesk Manager

Location: Osterley, Greater London

Salary: up to £40,000 DOE

Working hours: 0800 to 1700 Monday to Friday

Contract Type: Permanent full time

Benefits: 25 days holidays + Bank holidays, Health Cash Plan, Discount Shopping, Gym, Days Out, Learning & Development opportunities, Paid Volunteering Days, plus many more. 

About EMCOR UK:

At EMCOR UK, we revolutionise facilities management by combining our engineering heritage and innovation capability. We prioritise people in everything we do, collaborating closely with our customers to understand all their needs, from the big picture to day-to-day operations. Our purpose is to “create a better world at work”. Using our unique insight platform, "One Data World," we harness data-driven intelligence to make informed decisions, adapting our services to meet our customers’ evolving requirements. This allows us to cultivate an enhanced workplace experience for their teams whilst optimising efficiency, meticulously managing every asset, and minimising their impact on the planet. All supported by our commitment to safety, compliance, and assurance. Our partnering approach empowers our customers to shape a better future. Whether guiding their path to net zero or redeveloping their facilities for enhanced efficiency, we create better places for work whilst taking away the burden of facility operations, freeing up our customers to concentrate on their business.

Role overview

To provide active leadership and management of an account help desk service, by overseeing and coordinating the daily performance of the Help Desk team ensuring that end user receives optimal support and excellent service at all times.

What you’ll do:

• Line management of the Helpdesk team, including recruiting, training and development. Ensure that the helpdesk service provision is managed and monitored with opportunities for continuous improvement created and taken.
• Ensure all contact made by all stakeholders is managed professionally and in timely manner.
• To liaise directly with appointed representatives of third parties over matters concerning the provision of facilities services. Develop and maintain relationships with vendors
• To undertake regular site Health and Safety checks. Ensuring that the policy in respect of safety, security and emergency procedures is implemented and always monitored.
• Conduct quality audits to monitor service delivery
• Carry out all necessary administration duties associated with the helpdesk services delivery

• Manage and direct the development, implementation, and administration of help desk systems and processes
• Contribute to improving customer support by actively responding to queries and handling complaints
• Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams

Who you’ll be:  

• Experience in managing and leading a helpdesk team
• Practical experience in an FM operational environment is preferable or be able to demonstrate related experience in a service desk
• A highly customer focused professional, motivating and driving high performance in teams to deliver excellent levels of service.
• Excellent interpersonal and customer relationship skills and be able to build relationships at all levels.
• Ability to think and react to immediate problems and issues without losing sight of, or compromising long term goals
• Excellent ability to deal with conflict situations
• Customer-service oriented with a problem-solving attitude
• Experience at organising, multi-tasking and working under pressure
•  Good problem-solving skills and a willingness to take ownership of difficult issues seeing them through to the end
•  Innovative- always thinking about service enhancements
• Excellent verbal and interpersonal communication skills
•  Knowledge of a CAFM system would be an advantage