Help Desk Manager

2 days ago

Melbourne, Victoria, Australia Compass Group Australia Full time

**_Join the opening team at the New Footscray hospital._**:

- **_Full time, on-site role._**:

- **_Supportive team making a big impact._**

Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and more broadly on positive impacts in the community.

**THE POSITION**
- Responsible for site-wide systems and the delivery of site-wide help desk operations.
- Ensure all service delivery outcomes are met and help desk operations are carried out in a responsive and efficient manner.
- Manage the day-to-day function of the central help desk, 24/7 service.
- Manage technical systems and hardware required to deliver the help desk, telephony, and work order management programs (QFM, Cisco, CGA systems).
- Attention to detail and eagerness to ensure a compliant execution including following up on delays, EOT's and responses.
- Point of contact/escalation for service delivery issues.
- Promote strong customer service focus and ethos for self and team.
- Manage and lead a team of roughly 5-6.
- Analysis of work order data, call data and associated data collection for KPI reporting.
- Maintain records in hard copy (on site) and record within QFM for performance, review and reporting purposes.
- Generate routine reports containing the required FM Help Desk data and records.
- During Mobilisation phase you will also support with the below: _
- Assist with the development of documentation, processes, and procedures.
- Work with partners in validating data and assumptions in building QFM.
- Present service delivery models and attend meetings relevant to services.
- Recruit and develop service delivery teams.
- Work with the compliance manager in building KPI tools and audits.
- Understand associated technology requirements for the project.

**THE PERSON**
- Previous experience in similar role managing or leading a small team in help desk environment.
- Must be customer service excellence orientated at all times.
- Ability to drive, lead, motivate & inspire a team across a 24/7 roster.
- Solid stakeholder engagement capabilities
- A strong communicator, able to manage relationships at different levels across the organisation.
- Ability to set and operate at pace.
- Ability to delivers against multiple initiatives and able to prioritize multiple demands effectively.
- Experience adhering to processes and standard operating procedures.

**THE BENEFITS**
- Multitude of salary packaging options available.
- Opportunities for professional development and growth.
- 12 weeks paid parental leave for primary carers.
- Opportunity for growth and development.

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