Help Desk Manager Central London - Mon - Fri 8am - 5pmPermanent - £50,000 - £55,000Our client, who is a leading building maintenance provider, is looking to add a Help desk & Performance Manager to their team on a permanent basis. The ideal candidate will have experience working with P&L and Debt Management.Key ResponsibilitiesHelp desk manager: Responsible for the management of the help desk function, to include but not limited to;
Line management of all help desk employees
Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing
Managing the Planned Maintenance scheduling and distribution to site teams.
Logging closure with correct documentation and compliance.
Daily, Weekly and Monthly reporting of help desk stats
Improvement plans against poor performing areas.
Working directly with operational teams to drive continuous improvement
Reviewing trends in data to understand quicker response times
Building process, procedure and governance planning
Ensuring adherence to account KPI's and SLA metric
Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
Build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR's, QBR's, ABR's, KPI's and contractual commitments. Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!
Key Requirements
Experience with P&L Management and Debt Management
Doing Purchasing & Invoicing
Managing/Leading a team
Knowledge of Microsoft Office, Sage Accounts/Payroll, Oracle, SharePoint, Power B, Bachelor's degree or master's degree in accounting, business, economics, finance, or a related field;,
Several years of experience in a business or finance environment
alytical skills; computer skills; understanding of data privacy standards.
