Service Desk Manager

Service Desk Manager - Fareham, Southampton - £40,000 per annum

Do you have exceptional Customer Service experience and have previously managed a team within FM?

CBW are looking for an experienced Service Desk Manager to join an amazing team in Fareham.

Brief overview:

• Monday - Friday
• 8:30am - 5pm
• Permanent position
• £40,000 per annum
• Office based
• Parking available on site

Key Duties:

• Team Leadership: Support the Service Desk Leads in managing the day-to-day operations of the service desk, ensuring the team delivers exceptional service.
• Point of Contact (POC): Act as the main point of contact between the service desk and on-site service management, ensuring that all updates are communicated effectively to the team.
• Client Management: Manage client expectations by ensuring they are kept informed of updates, maintaining a high level of customer satisfaction.
• Coaching & Mentoring: Provide guidance and support to team members, coaching them to improve their skills and performance.
• CAFMs Management: Ensure the effective use of CAFM systems (Concept Evolution preferred) to track, log, and manage service requests.
• Financial Management: Raise quotes and issue purchase orders as needed, ensuring accuracy and alignment with client requirements.
• Continuous Improvement: Identify opportunities for process improvements, helping the team operate more efficiently and effectively.

Experience:

• Service Desk Experience: Minimum of 2 years managing a service desk in a fast-paced environment – Essential.
• Team Management: Proven experience in managing and leading a large team, with a focus on coaching and development.
• Facilities Management: At least 2 years of experience in the facilities management industry – Essential.
• CAFM System Experience: Experience with CAFM systems (Concept Evolution preferred) for tracking and managing work orders.
• Financial Proficiency: Comfortable raising quotes and issuing purchase orders, with attention to detail.

What We Offer:

• Generous Holiday Package: 26 days of annual leave plus bank holidays.
• Pension Contributions: Employer contributions to help secure your financial future.
• Career Progression: Opportunities for career growth as the team expands.
• Professional Development: Access to ongoing professional training and support.
• Supportive Environment: Be part of a friendly, family-owned business where your contributions are valued.