Help Desk Manager

**Reporting To**: P3 Services Manager

**Scope of Duties and Responsibilities**:
1. Develop, improve, and track relevant Key Performance Indicators for the Help Desk Services for all BYES contracts.
2. Ensure the delivery of services in accordance with business systems, such as H&S, quality assurance, environmental management systems, financial systems, administration, and policies. Establish and enforce Help Desk service level agreements in consultation with end users to establish problem resolution expectations and timeframes
3. Ensure the delivery of all services meets the specifications of the project agreement ensuring all changes, developments, and additional services are recorded accordingly with the commercial activity of the contract. Analyze the performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance the quality of service to prevent future problems.
4. Prepare, manage, and achieve the annual budget for the Help Desk, developing new approaches for efficiency gains where appropriate.
5. Effectively manage all HR-related issues for staff ensuring the close liaison with the HR Manager to ensure that all issues are dealt with in accordance with company procedures and timescales. i.e. Attendance, Disciplinary, Appraisals, and Recruitment.
6. Develop a succession plan for the Help Desk and assist the P3 Services Manager in the overall contract succession plan ensuring effective business continuity planning and out-of-hours coverage for the Help Desk.
7. Work to promote excellent customer service, and effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction.
8. Gather and analyze metrics to benchmark the helpdesk workload/performance and identify trends in Helpdesk issues.
9. Assist, where required, with the development and delivery of new business within the organization which may include, but is not limited to, provision of support to the client interface such as discussions, meetings, presentations, etc., and support the production of materials required for bid submissions. Support and look to effectively integrate Help Desk service of other Company contracts for mutual benefit as required.
10. Conduct meetings with the client and staff as required by the specification of the contract and by the P3 Services Manager on a regular basis.
11. Ensure harmonious working relationships between Service Managers in their respective areas and that customer expectations are managed at all times, within contract and budget parameters.
12. Promote excellent customer service, and effective response times and provide expert insights into general support issues. Enforce quality of service guidelines for dealing with customers, completing services, and overall customer satisfaction. Develops workflow, processes, goals, and policies to continually improve the quality of customer service
13. Produce training material and carry out training and annual reviews for helpdesk operators, FM staff, and facility users relating to the Help Desk department and communication equipment. Provide training to new users on Maximo system.
14. Ensure the effective management of items such as the OHS Act, PPE, and H&S in order to adhere to legislation and company quality systems and meet the very highest standard at all times.
15. Promote effective and efficient coordination and integration between various teams ensuring continuity of service delivery, administration, and procedures across service areas.
16. Develop and maintain various manuals, operational plans, policies, and procedures.
17. Identify, recommend, develop, and implement end-user training programs to increase computer literacy and self-sufficiency
18. Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
19. Manage all relevant sub-contracts ensuring that regular meetings are conducted to measure performance and that all H&S, Q&E and administration are closely monitored.
20. Provide all necessary management and contractual reports on service and output information from services ensuring the effective and timely production of monthly reports and information required for meetings.
21. Work with the management team in a manner consistent with the Company’s mission, aims, beliefs, and FM best practices.
22. Participate in out-of-hours management team as part of contract business continuity plan.
23. Comply with the Company’s Policies, Management Plans and Procedures
24. Fulfil Health & Safety responsibilities by adherence to the requirements of the Company's Health & Safety Policy and Health & Safety Management Plans
25. Support the Company's Quality Policy Statement and actively participate in the achievement of Company and personal Quality objectives
26. Undertake such other duties approp