National Helpdesk Director job in Bristol at Monster UK

National Helpdesk Director

Company: Monster UK

Location: Bristol UK

Date Posted:May 19, 2017

JOB TITLE: National Helpdesk DirectorJOB LOCATION: Aztec West, Bristol OfficeRESPONSIBLE TO: National Operations Director BRIEF DETAILS OF POSITION: A vacancy has arisen for a Helpdesk Director to manage our Helpdesk operations across the UK. Currently, the NCSC in Bristol handles around 350,000 Work Orders and over 100,000 voice calls per annum and we have a team of 45 FTE, there are help desk operations in Leicester, West Bromwich, Manchester and Wallington. We are looking to appoint a dynamic individual who has a proven track record within the Helpdesk and Contact Centre sector, and ideally with knowledge of the Facilities Maintenance industry. We are in the midst of rolling out a new Finance, CAFM and HR system (Project Phoenix) which is looking to align our national processes with a desire to centralise, modernise and streamline our business operations. You will be able to demonstrate strong leadership capability, operational management, change management and the ability to implement strategic initiatives to improve systems at all levels.The successful candidate will be responsible for managing the helpdesk teams in the delivery of maintenance services to various, regional and national, property portfolios. They will work alongside the business and Project Phoenix to enhance and align process, bring in and train new skill sets with a greater focus on data and technology, and consolidate where necessary. The service centre operates as a single point of contact for all National and Regional clients and manages all aspects of Reactive and Planned maintenance activity liaising with the regional branches that are responsible for providing their own updates and labour allocation and management of engineers, and specialist subcontractors. This person will oversee the activities of the various helpdesk Leaders within the service centres, which are engaged in processing and answering customer requests for service, and ensure resolution of callouts and preventative maintenance within a framework of established SLAs, policies and procedures. This person will contribute to the interpretation, development and implementation of new and existing contract procedures as well as related reports and analysis.  They will liaise with other parties to resolve issues involving the service centre. They will recommend and implement solutions for helpdesk issues and identify areas for continuous improvement. The successful candidate will assist in the securing of new business by participating in tenders made by National and Regional Sales Departments. This will involve the creation and delivery of presentations to demonstrate our national help desk capabilities to prospective clients. ESSENTIAL SKILLS AND QUALIFICATIONS:Significant proven experience:- Able to lead and motivate a team- Project and change management experience- Ability to clearly communicate work tasks, and win the commitment of others to achieving high levels of operational performance- Ability to understand the key financial, labour and material variables within Contract budgets, in order to maximise the return for the company.- Excellent interpersonal, written and verbal communication skills- Adaptable and flexible approach to work requirements- Ability to build positive relationships with clients and key all stakeholders in order to speedily resolve day to day operational problems and identify opportunities for increasing the level of profitable business arising from these relationships- Excellent knowledge of information technology, Windows, spreadsheets, keyboard skills etc.- Self- motivated and capable of working within a team environment- Ability to maintain an objective and positive focus through periods of high and sustained work pressure- Management reporting on client SLA and KPI and internal performance- Able to review strategically and implement changes SALARY RANGE: To be discussed at interview.  If you are an experienced National Helpdesk Director with a proactive and efficient approach looking for a rewarding role in an exciting and industry leading company, please apply. View full job description
JobCentre Plus 2 years ago
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