Helpdesk Manager & MI reporting

We have a current opportunity for a Helpdesk Manager and MI reporting on a permanent basis. The position will be based in North London and is site based.

The vacancy is for a Helpdesk & MI Reporting Manager, which we need to fill urgently, but only with the right person.

I have attached the JD, all of which is self-explanatory.

The current CAFM we use is IDOX, but we are currently in the process of procuring a new one, and it is likely to be Planon. Therefore, exposure to these platforms would be a distinct advantage. The role holder is responsible for managing 4 members of staff.

Key Purpose

Reporting to the Assistant Director of Building Operations, the postholder will play a lead role in successfully re-implementing, re-mobilising, and managing our CAFM system. It will have full responsibility for the maintenance & management of CAFM Explorer & Web Portal and for developing a robust strategy which encompasses roll out and transition, developing SLA's, KPI's, reporting tools, data cleansing, naming conventions, management of data, ongoing training, and development of the system.

The role will be the first point of contact for all jobs reported via the helpdesk and will ensure all planned and reactive work orders are dealt with efficiently and effectively and are completed in line with service requirements. This will include but is not limited to logging jobs that are received via telephone, email or via the helpdesk, allocating work orders to the in-house maintenance team and/or supply chain partners, reporting back to staff on job progress and close out, day to day co-ordination of suppliers, contractors, and staff, managing quotations, obtain approval to proceed from the Building Services Management Team and Building Operations Management Team, raising purchase orders and so forth.

A key element of the role will be establishing an effective user group and providing regular training and support. The role will be pivotal in ensuring improved service delivery, enhancing the customer experience, and improving the management of maintenance and facilities operations.

The postholder will also be responsible for reporting on the performance of all estates and facilities services and the data held within the CAFM System.

Main Duties and Responsibilities

• Lead on the re-implementation, management and ongoing development of the CAFM system, establishing a monthly steering group of 'key users' to ensure full user engagement and knowledge of how the system works. Once CAFM is re-implemented, work closely with the steering group to ensure its value is maximised.
• Produce a CAFM user guide ensuring processes and procedures are mapped and provide full training and support to users; estates management team, in-house maintenance and facilities teams, external contractors and internal stakeholders including staff and students.
• Train and coach other staff to cover the Helpdesk ensuring a seamless service during periods of annual leave and absence.
• Compose and deliver CAFM presentations and deliver training on the system to new employees and contractors.
• Develop CAFM system procedures in relation to maintenance and facilities activities and ensure a planned systematic approach is implemented for PPM, statutory inspections, and testing (including but not limited to lifts, lifting tackle, pressure vessels, fire alarms, boiler servicing, legionella), reactive maintenance, cyclical and lifecycle maintenance, room set ups, cleaning, catering, pest control and so forth.
• Working closely with the Head of Building Services and Head of Building Operations and implement a robust 52 week planned preventative maintenance and inspection schedule for all estates activities. Report against performance on a monthly basis.
• Ensure PPM schedules & reactive maintenance jobs are completed in line with service requirements. This will include but is not limited to allocating work orders to the in-house maintenance team and/or supply chain partners on a daily basis, reporting back to staff on job progress and close out, day to day co-ordination of suppliers, contractors and staff, manage quotations and obtain approval to proceed from the Building Services Management Team and Building Operations Management Team.
• Develop and manage a full range of Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) for in-house and external contractors and monitor and manage the work to ensure work/services are carried out in accordance with requirements. Produce daily, weekly, monthly, and annual MI reports on performance standards.
• Working closely with the finance and procurement teams, lead and develop CAFM system procedures in relation to financial management including but not limited to the processes for approving contractors, raising, and approving purchase orders, cost information for all works, manage quotes / work orders, invoice coding/approving, monthly reconciliations, and accruals.
• In collaboration with Building Services Management Team and Building Operations Management Team, lead and develop CAFM system procedures in relation to information management and statutory requirements. Including but not limited to waste management, utilities and building energy performance. Ensure utilities data is logged (meters and consumption data) and regular reports are provided.

Morgan Hunt is a multi-award-winning recruitment business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies. Morgan Hunt is an equal opportunities employer. Job suitability is assessed on merit in accordance with the individual's skills, qualifications and abilities to perform the relevant duties required in a particular role.