Service Desk Manager

Responsibilities

* Act as the main point of contact for the contract, coordinating service desk activity across clients, engineers, subcontractors and internal stakeholders.

* Coordinate the day-to-day operations of the engineering team and ensure engineers are clear on their schedules, locations and job requirements.

* Plan, track and document all planned preventative maintenance activities.

* Ensure all PPM works are scheduled within required service windows and that missed services are logged and recovery plans are implemented.

* Coordinate reactive callouts, organise attendance, support resolution within contract SLAs and provide clear updates to customers.

* Take ownership of reporting and document control, including exporting, editing, checking and saving service reports in the correct internal and external folders or portals.

* Review service report content and flag incomplete information, incorrect terminology or missing detail to the relevant engineer or Operations Manager.

* Keep planners, trackers and booking systems up to date, including PPM planners, HIU planners and other contract trackers.

* Support quotation administration by reviewing requests, preparing quotations, progressing approvals and coordinating remedial works.

* Take responsibility for materials and tooling acquisition, including purchase order support and order tracking.

* Support the RAMS process by reviewing submissions, chasing subcontractor documentation and ensuring records are filed correctly.

* Review GRNs, supplier invoices, WIP and service review actions, and support weekly operational meetings.

* Support monthly reporting requirements and customer review meetings where required.

* Provide wider support to the Canary Wharf and HIU teams and undertake any additional duties reasonably required by the relevant Operations Manager.

* Schedule engineers, subcontractors and planned works activity.

* Chase engineer job closures and ensure works are processed correctly within the CAFM system.

* Run, edit, save and file daily PPM, reactive and service reports.

* Manage personal and shared inboxes and respond to customer, supplier and engineer queries.

* Raise callouts and coordinate engineer attendance and communication updates.

* Maintain planners and booking systems, including HIU bookings when necessary.

* Raise quotation requests and progress approved remedial works.

* Order parts and tooling and ensure records are updated correctly.

* Review GRNs and supplier invoices.

* Take part in WIP reviews, service reviews and weekly meetings.

* Ensure monthly reports are completed and submitted within required deadlines.

* Support customer review meetings and reporting packs where required.

* Complete toolbox talks and training objectives where applicable.

* Ensure all of end of month billing is completed on time and that any discrepancies are raised back to the relevant Ops Manager/Team Leader
Only candidates based in UK and eligible to work in UK are allowed