EQUANS is recruiting for a Helpdesk Manager to be based in Holbeck, Leeds. This role is a fixed term 12‑month position, working 40 hours per week. On offer is a competitive salary and benefits package.
The help desk manager will be responsible for all aspects of the planning function in terms of the contracts they oversee. They will be responsible for ensuring all engineers have enough work to maintain efficiency at all times and for generating an appropriate level of revenue for the contract.
They will be responsible for escalating instances when this is not possible – i.e. when they have insufficient resources to deliver the current volume of work, or when they have too many engineers and are unable to employ them all efficiently.
Key Accountabilities
- To manage a team of planners within the social housing sector for repairs.
- Ensure planners are aware, supported and trained in their daily tasks.
- Manage and support the team so daily tasks are completed in line with contract requirements.
- Manage holidays/sickness within the team and make sure enough cover is always available to ensure service is maintained.
- Undertake monthly one-to-one review meetings with each planner.
- Liaise with supervisors and report back to the Operations Manager regarding deviations from agreed plans.
- Record call stats and carry out spot checks on each team member on both a weekly and monthly basis.
- Monitor and track progress of potential overdue orders, closing down of orders, cyclical maintenance activities and report KPIs as required per contract.
- Produce contractual monthly reports and present within the agreed service meetings.
- Manage and liaise with the client at the relationship map level to build effective relationships and monitor contractual KPI compliance.
- Regularly report to the Operations Manager on contract performance and improvements.
What can we offer you?
On offer is a competitive salary and benefits package, which includes:
- Pension Scheme
- 24 days annual leave (plus public holidays)
- Life Cover equivalent to 1.5 times annual salary
- 24/7 Employee Assistance Program and access to mental wellbeing app
- Employee discount shopping schemes on major brands and retailers
- Gym membership discounts
- Cycle to work scheme
- Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalised support programmes
Who are we looking for?
- Previous experience of managing a team of planners/administrators.
- Experience of managing maintenance and service programmes.
- Strong ICT skills, including experience of hand‑held technology.
- Strong staff management skills.
- Experience of managing specialist sub‑contracted supply chains.
- Good understanding and appreciation of effective customer care.
- Good standard of record keeping and administration.
At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do; should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.
For this role you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a relocation package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements.
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