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