FM Helpdesk Manager

Pinnacle Group is seeking a FM Helpdesk Manager -to lead a technical support team of Helpdesk Operatives & Helpdesk Supervisor and will be joining our Total FM Team based in Morley Leeds LS27 We provide integrated asset management and maintenance services across the education, leisure, corporate, health and living sectors to ensure facilities operate at their best. You will be responsible for leading a technical support team , ensuring timely and accurate customer service, recruiting and training representatives, and establishing customer & contract service standards. To ensure the administrative service is always delivered robustly.,

• Managing and supporting a team of Helpdesk Operatives , providing training, and conducting performance evaluations
• Troubleshooting and resolving technical issues, managing escalations or complaints and ensuring any issues are resolved in a timely manner
• Preparing and issuing of Paymech reports to feed into Daily, Monthly, Quarterly and Annual reporting
• Develop Robust Helpdesk Processes, Document and Audit them
• Providing management of the CAFM system, to ensure consistency across the Business
• Monitoring Operations - ensuring tasks are addressed in a timely manner and processes are followed within the specific service standard KPI's.
  
  We're looking for someone who, alongside the key criteria below, will sign up to our values of Trust, Respect, Involve, Challenge and Deliver Excellence and will be determined to maintain the confidence of our clients and communities., Experience with working and understanding helpdesk software (CAFM)
• Demonstrable experience working on FM contracts.
• Provide a clear sense of leadership and direction
• Regularly discuss performance with staff and take practical steps to realise the potential of self and others
• Experience of producing monthly contractual reporting.
• Have a strong technical background and an extensive customer service experience
  
  We are offering a Permanent Full Time Position office-based , working Monday to Friday. If you are passionate about helping others and thrive in a fast-paced environment, we would love to hear from you., As a colleague, you will become part of an inclusive culture, where you will have the opportunity to achieve your full potential and enhance your career through learning and development.
We offer a wide range of benefits at Pinnacle Group, depending on your role or business area, these range from additional leave packages to pension plans and discounts at your favourite retailers
• Maternity/paternity packages
• Flexible Working Arrangements
• Life Assurance
• Enhanced Pension Scheme
• Additional Annual Leave
• Private Medical Insurance
• Cycle to Work Scheme
• Employee Assistance Programme
• Retail Discounts
• Childcare Assistance
• Season Ticket Loans
• Sick Pay Schemes
• Personal Development Plans
• Company Car/Car Allowance
• Electric Vehicle Scheme
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