Job Description

Dalkia UK is one of the UK's leading technical and energy services providers, delivering a wide range of energy, engineering and facilities services, as well as specialist services in systems integration, fire & safety systems and critically controlled environments.

With a talented workforce of over 5,000 people, Dalkia UK rises to the challenges of today's world to create a sustainable, prosperous, resilient society and a Net Zero UK. Dalkia is committed to building quality relationships to drive long term value for our clients through innovative solutions and services.

We have an exciting opportunity for an experienced Helpdesk Supervisor to join our Facilities Management team. You will join us on a full time, permanent basis.

Job Purpose

To provide line management, support, guidance, development and leadership to a team of Helpdesk Administrators. To continually meet contractual obligations, through measurement of key performance indicators (KPI's) and service level agreement (SLA's) Seeking constant ways to improve team efficiencies by monitoring performance and enhancing team processes
Aims and Objectives

To create an environment for their team in which they can maximise both performance and job satisfaction

To encourage professionalism that interfaces seamlessly into the wider facilities team

To build a culture of equality, flexible working in a supportive manner underpinned by a clear training structure

Key Responsibilities and Accountabilities

Undertake day to day supervision of a team of helpdesk administrators Management of team performance KPI's and team development strategies Assist in the compilation of various reports, communicating with administrators and service providers daily. Assist in the accurate completion of client monthly reporting and compiling of accurate KPI measurement reporting. Work with the facilities management operations team in assisting with mimising financial penalties and contract deductions. Be aware of the contract SLA's, having a clear understanding of our contractual obligations to ensure these are fulfilled. Management of the pre planned maintenance and reactive helpdesk teams Manage resource levels within teams to maximise performance, and consider contingencies to cope with abnormal workloads during busy periods. Continual management of team and individual performance, and development plans where necessary. Be an escalation point of contact for customers, technical staff, support staff and management when applicable Be proactive in your approach to enhancing team performance, and business processes to maximise efficiency. Manage the checking, processing and querying (if necessary) of all service provider and supplier invoices related to your contracts quickly and efficiently. Production of measurable team performance KPI's to highlight any specific training requirements Host regular one to one catch up's with direct reports, ensuring continual lines of communication stay open and effective.
The knowledge, skills, qualifications and experience relevant to the position are:

Experience in a team leader or supervisory position; Understanding of contractual KPI's and SLA's - Proven management of both Experience with a background in Facilities Management administration Proficient in Office 365 Packages - with an excel bias Excellent interpersonal and leadership skills Effective communication, with both colleague and customer Understands and implements team goals and objectives and measures continual performance
Job Types: Full-time, Permanent

Benefits:

Company pension Health & wellbeing programme Life insurance On-site parking Private medical insurance Referral programme Store discount
Schedule:

Monday to Friday
Work Location: In person