Facility Help Desk Supervisor
Facility Help Desk Supervisor
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Job Purpose
The Facility Help Desk Supervisor is responsible for overseeing the daytoday operations of the facility help desk team ensuring efficient and effective resolution of facilityrelated issues reported by employees and tenants. The role holder will be responsible for providing exceptional customer service and maintaining a safe and productive work environment.
Core Responsibilities
Team Management and Supervision:
- Lead supervise and mentor a team of help desk technicians.
- Conduct performance reviews provide feedback and identify areas for improvement.
- Plan and manage staff schedules to ensure adequate coverage and efficient resource allocation.
- Identify training needs and conduct or coordinate training sessions to enhance team skills and knowledge.
- Resolve conflicts within the team and between team members and other departments.
Incident Management and Resolution:
- Oversee the tracking and resolution of all reported facilityrelated issues including maintenance requests equipment malfunctions and emergency situations.
- Prioritize incidents based on severity and urgency escalating critical issues to appropriate personnel.
- Conduct root cause analysis of recurring issues to identify and implement preventative measures.
- Maintain accurate and uptodate records of all incidents and resolutions.
Customer Service and Communication:
- Provide excellent customer service to all internal and external customers ensuring prompt and courteous assistance.
- Effectively communicate with clients vendors and other stakeholders regarding facilityrelated issues.
- Communicate effectively with clients and internal departments to resolve issues promptly and effectively.
Service Level Agreements (SLAs) Management:
- Establish and monitor service level agreements for all help desk services ensuring timely resolution of incidents.
- Ensure that the help desk team meets or exceeds established service level agreements.
- Analyze SLA performance data to identify areas for improvement and optimize service delivery.
Process Improvement:
- Continuously identify and implement process improvements to enhance the efficiency and effectiveness of help desk operations.
- Streamline workflows and procedures to improve response times and reduce resolution times.
- Evaluate and implement new technologies and tools to improve help desk efficiency (e.g. help desk ticketing systems knowledge base).
Facility Management Support:
- Provide support to facility management teams in various areas such as preventative maintenance space planning and move management.
- Manage relationships with external vendors such as contractors and service providers.
- Assist in developing and implementing emergency preparedness plans and procedures.
Reporting and Analysis:
- Generate regular reports on help desk performance including incident volume resolution times and customer satisfaction.
- Analyze data to identify trends identify areas for improvement and make datadriven decisions.
- Prepare reports for management on the overall performance of the facility help desk.
Qualifications :
Educational Requirements
- Bachelors degree in Business Administration Information Technology or Facilities Management or a related field
Professional Requirements
- Professional certification/membership of a relevant recognized professional body.
Experience Requirements
- Minimum of 5 years experience in a similar role.
Competency Requirements
Knowledge Requirements
- Strong understanding of customer service principles and best practices.
- Basic understanding of computer hardware and software networking concepts and troubleshooting techniques.
- Knowledge of basic facility management principles including maintenance safety and security.
- Understanding of principles and best practices for IT service management.
Skill Requirements
- Leadership Skills
- Communication Skills
- Technical Skills
- ProblemSolving Skills
- DecisionMaking Skills
- Organizational Skills
- TimeManagement Skills
- Customer Service Orientation
- Teamwork Skills
Personal Abilities
- Professional attitude towards work.
- Shares the AMCEs vision.
- Proactive and organized.
- Has personal and professional credibility and commands the respect of colleagues and peers.
- Supportive and approachable and capable of inspiring confidence in staff members.
- Ability to adapt accordingly.
- High levels of honesty and integrity.
Additional Information :
African Medical Centre of Excellence Abuja (AMCE Abuja) aims to be an Employer of Choice providing equal opportunity for everyone regardless of their background gender race and other protected characteristics.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
