Helpdesk Manager

Job Introduction

Here at Sodexo, we are currently looking to recruit a Helpdesk Manager to join the team at the University of Greenwich to deliver and maintain the highest standards of customer service to the users of the Helpdesk facility. You will manage the lines of communication between helpdesk and all other departments ensuring they operate efficiently and provide the essential support and data to enable accurate monthly reporting. Alongside this, you will initiate escalation procedures in order to meet KPIs/SLAs. The salary for this role is between 31-34k, depending upon experience and there will be flexibility required with hours covering between 7am-7pm.

This role is subject to Safer Recruitment checks and the successful applicant will be required to complete a DBS.

Role Responsibility

• To manage the day-to-day performance of a small team of Operatives ensuring the continuing achievement of SLA targets.
• To provide support and mentoring for direct reports and where applicable the wider team, guiding and developing their careers. Conduct monthly 1-1s and quarterly PDRs, ensuring all actions, development and training needs are documented.
• To ensure all staff have the necessary training and support to enable them to fulfil their roles in an effective and efficient manner.
• The post holder will be constantly looking at ways to improve staff retention and contribute to the increase of employee engagement.
• In conjunction with the Technical Services Manager the post holder will be expected to frequently review operational processes and to seek and implement new and improved ways of working
• The post holder will operate as a collaborative member of the management team, ensuring that accurate information is produced to strict deadlines, analysing weaknesses and developing corrective action.
• Produce regular management information reports to highlight areas of weakness to provide a continuous improvement plan across all areas of the business.
• Monitor daily and report KPIs achievement on a weekly basis detailing mitigated actions
• Proactively act in a manner that supports a healthy and safe working environment through effective management of incidents and hazards. To ensure that H&S is embedded at the core of all our processes, both within the Service Centre and for our onsite colleagues.
• Ensure that Kronos is managed correctly on a daily basis to ensure the accurate and timely payment of all staff under area of responsibility.

The Ideal Candidate

• Proven consistent experience in management within a Contact Centre / Service Centre environment 
• Experience and understanding of both soft and hard fm services and their delivery 
• Experience in and confidence in the use of a CAFM system
• Ability to interrogate data and analyse reports
• Ability to lead a team in a rapidly changing environment
• Ability to handle multiple priorities in a fast-paced work environment
• Customer focused and responsive
• Demonstrated ability to coach & develop individuals and the team
• Advanced computer skills in MS Office
• Analytical and decision-making skills
• Excellent communication (verbal & written) skills
• Remain calm under pressure

Package Description

£31.000 - £34,000 bonus + excellent benefits

Location: University of Greenwich, Avery Hill Campus, London, SE9 2UG

Permanent

Work Pattern – 40 hrs pw Monday to Friday flexibility essential

We also offer Sodexo Discounts site promoting discounted mobile phone tariffs, savings across restaurant chains and days out, where you and your family can save money on everything from your weekly food shop to the latest cinema blockbuster and much more!

About the Company

In the UK and Ireland, Sodexo employs some 36,000 employees to deliver integrated facilities management services to clients at over 2,000 locations in the energy, corporate, healthcare, education, leisure, defence and justice sectors. With an annual turnover of over £1bn, we provide everything from catering, cleaning and reception to security, laboratory and grounds maintenance services, enabling our clients to focus on their core business.

At Sodexo we are committed to a leading role in promoting equality opportunities and valuing diversity and inclusion. We seek to create a work environment based on mutual respect for all individuals, building a culture that appreciates and values the experiences and skills brought by each person to benefit our organisation and work hard to ensure that all people, whatever their race, colour, sex, gender identity  disability, nationality, national or ethnic origin, religion or belief, marital/partnership or family status, sexual orientation, age, social class, educational background, employment status, working pattern, are welcome to and included within our organisation. 

We’re a Disability Confident Leader employer. We’re committed to changing attitudes towards disability, and making sure disabled people have the chance to fulfil their aspirations.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to  support ex-forces personnel and reservists, those applying for jobs with us who meet the ideal candidate criteria for the role advertised are guaranteed to progress to the selection process.