Help Desk Team Lead

Melbourne, VIC, AU, 3000**About John Holland**:
At John Holland, our purpose is simple, we transform lives with everything we do.

We’ve always known at its heart infrastructure is about people — our customers, our employees, and the communities in which we work.

That’s our difference. Deep experience and capability with a genuine care about creating better lives for people along the way.

Be part of a team that thrives on rising to the challenge of transforming lives for good.

**About the Role**:
The Help Desk Services Lead manages and leads the administrative support function to enable the successful delivery of asset maintenance, cleaning, loading dock, waste management and pest control services, processes and reporting. The role manages the day-to-day interface between stakeholders (including the Metro Trains Melbourne, Yarra Trams and the Department of Transport and Planning, Operational Delivery) and the Maintenance Delivery teams.

The Help Desk Services Lead primary objective is to manage and coordinate all maintenance related issues that are reported through the Help Desk system. The position will contribute to initial set up and mobilisation of the Help Desk service which includes development of rosters and training materials. The position requires a hands on Help Desk Leader who is responsible for delivering a high level of service for the Franchisee, the State and the CYP Maintenance team.

The Help Desk Services Lead has strong leadership and communication skills and is able to work in a dynamic environment, including managing multiple stakeholders through a range of maintenance related issues.

The project is currently progressing through Mobilisation Phase activities which will transition into the 24-year Maintenance Phase.

**Responsibilities of the role include**:

- Manage a team of Help Desk Operators and service providers to provide Help Desk coverage 24/7, 365 days per year through efficient rostering.
- Manage training in the use of the Computerised Maintenance Management System (CMMS) and Building Management System (BMS) to various stakeholders, Help Desk Operators and other Help Desk users.
- Develop training material including manuals, scripts, rosters and handover interfaces.
- Support trials and validation of Help Desk scenarios and procedures throughout mobilisation and participate in trial operations in preparation for Maintenance Phase.
- Develop and maintain strong working relationships with client representatives, key stakeholders, the external Help Desk Services provider, CYP Maintenance team and subcontractors.
- Manage the help desk team function including Help Desk Operators and monitor services against call volumes.
- Receive, log and categorise service requests, reported service failures, complaints, etc. in the CMMS ensuring timely acknowledgement of all requests. Monitor the progress of work orders and escalate issues as necessary.
- Facilitate Maintenance Team response to service requests and reported service failures in accordance with Response and Rectification requirements.
- Ensure a detailed understanding of the service level requirements and escalation process.
- Perform data analytics on performance targets and provide regular reporting to CYP Maintenance, Operational delivery and management teams as required.
- Provide trends and reports from the CMMS and other systems for input into the Monthly Performance Report and to inform improvement activities.
- Complete assigned tasks in a professional, competent and timely manner.
- Perform all duties in accordance with John Holland policies, processes, systems and procedures.

**What we are looking for;**:

- The ability to manage complex situations which may require a co-ordinated response from multiple parties/service contractors.
- Strong problem-solving skills, especially in a high-pressure environment.
- Excellent communications skills with the ability to develop strong relationships with John Holland team members, Franchisee and State stakeholders.
- Roster development and management
- Customer service experience
- Experience within a maintenance or facility management environment
- Team supervision / management experience
- Experience in similar role within an operational Private Public Partnership (PPP) / fast paced environment.
- This role would suit someone with strong stakeholder management skills who has the ability to work in large and diverse teams.

**As part of the team, you help us deliver on our promise to transform lives.**:
Your success is reflected in ours, so we're committed to being an employer of choice. We pride ourselves on having a diverse and inclusive workplace, as different perspectives and ideas will deliver our long-term success.

We want you to be with us for the long-term, so providing you with rich career experiences and ongoing development is our priority.

**What's in it for you when you join John Holland?**:
We're about connecting your sense of purpose to ours. We under