Helpdesk Manager

We are recruiting a Service Desk Manager to organise and oversee the running of the Estates Management Office at Tunbridge Wells Hospital. Your role is to create and maintain a proactive work environment, ensuring high levels of organisational effectiveness, communication, safety and customer satisfaction. The Service Desk Manager responsibilities include onboarding and training of staff within the administration team, ensuring the staff rota is fully resourced for the smooth running of the 24/7 office, the office provides the helpdesk function to manage service requests within the Computer Aided Facilities Management (CAFM) system.

Previous experience as an Administration manager or Leading administrator would be an advantage. A successful Applicant should be highly conversant with office software (email tools, spreadsheets and databases) and be able to accurately handle administrative duties, including staff management and dealing with difficult conversations. A forward thinker with a proactive management approach, to deliver the exceptional every day.

• Scheduling of Contractual Diary Events
• Helpdesk Management
• Organise office operations ensuring helpdesk function remains operational
• Purchasing Management including purchase orders, credit card management
• Provide general support to visitors, security pass and key management
• Manage training requirements for all staff including where necessary booking of travel and accommodation
• Support the Account Manager in the collation, publication, and issue of all contractual reports, returns and ad hoc reporting requirements
• Complaints resolution protocol and follow-up procedures
• Monitoring of Sub-Contractor documentation
• Jeopardy management of all reactive and remedial tasks within the Helpdesk Function

• Proven experience as an Office manager is desirable or administrative assistant with essential experience within a hospital environment
• Purchasing and CAFM systems management
• Proficient in MS Office 365 Applications
• Ability to work under pressure and provide applicable solutions in a timely manner
• Rota Management including last minute changes to ensure continued service functionality
• Excellent time management skills and ability to multi-task and prioritise work
• Attention to detail and problem-solving skills
• Excellent written and verbal communication skills
• Strong organisational and planning skills in a fast-paced environment