Facility Help Desk Supervisor
- Abuja, FCT
- Permanent
- Full-time
- Lead, supervise, and mentor a team of help desk technicians.
- Conduct performance reviews, provide feedback, and identify areas for improvement.
- Plan and manage staff schedules to ensure adequate coverage and efficient resource allocation.
- Identify training needs and conduct or coordinate training sessions to enhance team skills and knowledge.
- Resolve conflicts within the team and between team members and other departments.
- Oversee the tracking and resolution of all reported facility-related issues, including maintenance requests, equipment malfunctions, and emergency situations.
- Prioritize incidents based on severity and urgency, escalating critical issues to appropriate personnel.
- Conduct root cause analysis of recurring issues to identify and implement preventative measures.
- Maintain accurate and up-to-date records of all incidents and resolutions.
- Provide excellent customer service to all internal and external customers, ensuring prompt and courteous assistance.
- Effectively communicate with clients, vendors, and other stakeholders regarding facility-related issues.
- Communicate effectively with clients and internal departments to resolve issues promptly and effectively.
- Establish and monitor service level agreements for all help desk services, ensuring timely resolution of incidents.
- Ensure that the help desk team meets or exceeds established service level agreements.
- Analyze SLA performance data to identify areas for improvement and optimize service delivery.
- Continuously identify and implement process improvements to enhance the efficiency and effectiveness of help desk operations.
- Streamline workflows and procedures to improve response times and reduce resolution times.
- Evaluate and implement new technologies and tools to improve help desk efficiency (e.g., help desk ticketing systems, knowledge base).
- Provide support to facility management teams in various areas, such as preventative maintenance, space planning, and move management.
- Manage relationships with external vendors, such as contractors and service providers.
- Assist in developing and implementing emergency preparedness plans and procedures.
- Generate regular reports on help desk performance, including incident volume, resolution times, and customer satisfaction.
- Analyze data to identify trends, identify areas for improvement, and make data-driven decisions.
- Prepare reports for management on the overall performance of the facility help desk.
- Bachelor's degree in Business Administration, Information Technology, or Facilities Management, or a related field
- Professional certification/membership of a relevant recognized professional body.
- Minimum of 5 years experience in a similar role.
- Strong understanding of customer service principles and best practices.
- Basic understanding of computer hardware and software, networking concepts, and troubleshooting techniques.
- Knowledge of basic facility management principles, including maintenance, safety, and security.
- Understanding of principles and best practices for IT service management.
- Leadership Skills
- Communication Skills
- Technical Skills
- Problem-Solving Skills
- Decision-Making Skills
- Organizational Skills
- Time-Management Skills
- Customer Service Orientation
- Teamwork Skills
- Professional attitude towards work.
- Shares the AMCE's vision.
- Proactive and organized.
- Has personal and professional credibility and commands the respect of colleagues and peers.
- Supportive and approachable and capable of inspiring confidence in staff members.
- Ability to adapt accordingly.
- High levels of honesty and integrity.