We have an exciting opportunity to join our Assets and Facilities team as a Helpdesk Manager on a 12 month fixed term contract.
Reporting to the Senior Asset and Facilities Manager, you will be working across the business to ensure efficient and operationally compliant delivery of Asset & Facilities Services across the East Midlands Railway Estate.
We are proud to be One Team at East Midlands Railway (EMR). We are passionate about keeping people safe, delighting our customers and doing the right thing. With over 2,600 employees, our people are the reason for our success, our Assets and Facilities Team make a crucial contribution to this, ensuring we keep our passengers and colleagues safe.
Eight times accredited as a Top Employer, and Gold accredited for Inclusive Employers we value our people and are dedicated to making sure that everybody feels empowered to bring their authentic self to work.
At EMR we want to proactively embrace diversity across our workforce and recognise that we are under-represented in terms of females and ethnic minority groups. We’re therefore taking positive steps to promote a positive and inclusive culture; we welcome applications from those that identify with these groups to better represent our communities.
The Asset and Facilities Helpdesk Manager will ensure the operational management of the Facilities helpdesk is efficiently delivered on a daily basis coordinating the SQR faults & Key facility maintenance tasks.
Key responsibilities include:
* Ensuring an exceptional level of service whilst delivery through the effective management of the Helpdesk.
* Utilising the maintenance CAFM system to support and interact with effective deployment of SQR Technicians through the helpdesk.
* Scheduling pre-planned and reactive maintenance into the system.
* Raising and tracking other Facilities Management BAU faults across the East Midlands portfolio producing weekly and periodic reports.
* Strategically plan SQR technicians work schedules efficiently.
* Assisting the Senior Asset Manager, Work Delivery Managers and Compliance Audit Manager when required.
* Ensuring and checking the completion of Technicians timesheets.
* Strategically lead and manage a team of SQR Technicians.
* Dealing with incoming emails and calls from Stakeholders and action accordingly.
* Produce periodic SQR reports identifying performance and trends.
* Run weekly SLA reports to ensure that helpdesk operators are adhering to SQR KPI’s.
You will act as a key representative for the Asset & Facilities Management function at all business & industry wide meetings as required relating to SQR. Therefore, it is essential that the successful candidate prides on maintaining strong working relationships, as you will be liaising regularly with various contractors and other key stakeholders.
We are looking for someone that can think outside the box and confidently drive continuous improvement activities and support initiatives to improve efficiencies.
The Assets and Facilities Helpdesk Manager will be a confident leader with the ability to inspire and motivate a team to ensure efficient operations and delivery of SQR fault rectification.
As well as a competitive salary, we’ll also offer you:
* A great pension scheme
* Free First Class duty travel on the EMR network
* Free Standard Class leisure travel on the EMR network and Train Operating Companies under Transport UK & LNER
* Friends and Family discounted tickets on the EMR network
* 75% discount on national leisure travel (including partner and dependants)
* Flexible working hours
* 32 days holiday per year rising to 34 after 2 years
* …and many more!
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