Job Types: Full-time, Permanent
Location: Fareham
As the Service Desk Manager, you will oversee the service desk team and ensure smooth communication between the desk and on-site service management. You’ll play a key role in maintaining service quality and managing client expectations. This position requires strong leadership, excellent people skills, and the ability to manage a team in a fast-paced facilities management environment.
Key Responsibilities:
* Team Leadership: Support the Service Desk Leads in managing the day-to-day operations of the service desk, ensuring the team delivers exceptional service.
* Point of Contact: Act as the main point of contact between the service desk and on-site service management, ensuring that all updates are communicated effectively to the team.
* Client Management: Manage client expectations by ensuring they are kept informed of updates, maintaining a high level of customer satisfaction.
* Coaching & Mentoring: Provide guidance and support to team members, coaching them to improve their skills and performance.
* CAFMs Management: Ensure the effective use of CAFM systems (Concept Evolution preferred) to track, log, and manage service requests.
* Financial Management: Raise quotes and issue purchase orders as needed, ensuring accuracy and alignment with client requirements.
* Continuous Improvement: Identify opportunities for process improvements, helping the team operate more efficiently ...