| Location: Newcastle upon Tyne | Salary: Negotiable |
| Sector: Power & Utilities | Specialism: |
| Type: Permanent | Contact: Hannah Baker |
Service Desk Manager - FTC 1 Year
Service Desk Manager needed for a multinational utility's organisation based in Newcastle, to provide maternity cover on a 1-year FTC but with the potential to go permanent after. The Service Desk Manager will be experienced in leading, owning and continually developing the B2B facilities management service desk supporting external customer contracts and internal business partners via delivery of high performing, efficient and effective customer service and operational delivery.
The successful Service desk Manager would need the ability to build and manage positive relationships with senior stakeholders as well as being able to work independently and balance multiple projects. If you have previous experience working within facilities management (to understand the customer needs) that would be a plus!
Benefits
- Salary: £50,000 - £55,000 per annum
- 25 day's holidays
- Variable annual bonus based 5-15%
- Pension Plan
- Career Progression
- Flexible working
Some of the main duties of the Service Desk Manager will include:
- Lead, manage and motivate the FM Helpdesk team ensuring great client experience; maintain a clear link with the B2B operational strategy and the performance requirements for operational delivery
- Understand and support clients' needs, including utilisation of various CAFM systems
- Support the staff with continuous and effective learning and development opportunities, as well as a positive employee engagement
- Active participation with any contract mobilisations (or de-mobilisations) to ensure successful on-boarding of new work
- Deliver insights and recommendations on customer pain points
What experience you need to be the Service Desk Manager:
- Managing a contact centre (B2B)
- Proven track record developing, managing key metrics and stakeholder engagement
- Proven track record delivering and maintaining quality support and outcomes for customers
- The ability to build and manage positive relationships with senior stakeholders
- Good communication skills, including the ability to persuade and influence
- Organisational skills and show attention to detail
- The ability to motivate and encourage others
- Resilient and agile in an ever-changing workplace environment
This really is a fantastic opportunity for a Service Desk Manager to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!
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