Help Desk Manager

EQUANS are recruiting for an Helpdesk manager to be based in Holbeck, Leeds. This role is fixed term for 12 Months working 40 hours per week. On offer is a competitive salary and benefits package.

The help desk manager will be responsible for all aspects of the planning function in terms of the contracts they oversee. They will be responsible for ensuring all engineers have enough work to ensure they are efficient at all times as well as generating the appropriate level of revenue for the contract.

They will be responsible for escalating instances when this is not possible – i.e. when they have insufficient resource to deliver the current volume of work, or when they have too many engineers to ensure they are all efficiently employed.

Key Accountabilities

• To manage a team of Planners within the social housing sector for repairs.
• Ensure Planners are aware, supported and trained in their daily tasks
• Manage and support the team so daily tasks are completed in line with contract requirements
• Manage holidays/sickness within the team and make sure enough cover is always available to ensure service is maintained
• Undertake monthly one to one review meetings with each planner
• Liaise with the supervisors and report back to Operations Manager with regards to deviations from agreed plans
• Record call stats and carry out spot checks on each team member on both a weekly and monthly basis
• Monitor and track progress of potential overdue orders, closing down of orders, cyclical maintenance activities and monitor/track and report KPIs as required per contract.
• Producing contractual monthly reports and presenting within the agreed service meetings.
• Manage and liaise with the client at relationship map level to build effective relationships and monitor contractual KPI compliance.
• Regularly report to the Operations Manager on contract performance and improvements.

What can we offer you?

On offer is a competitive salary and benefits package, which includes;

• Pension Scheme
• 24 days annual leave (+ public holidays)
• Life Cover equivalent to 1.5 times annual salary
• 24/7 Employee Assistance Program and access to mental wellbeing app
• Employee discount shopping schemes on major brands and retailers
• Gym membership discounts 
• Cycle to work scheme 
• Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes

Who are we looking for?

• Previous experience of managing a team of planners/administrators.
• Experience of managing maintenance and service programmes
• Strong ICT skills including experience of hand-held technology
• Strong staff management skills
• Experience of managing specialist sub-contracted supply chains
• Good understanding and appreciation of effective customer care
• Good standard of record keeping and administration

Who are we? 

EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros.   

In the UK & Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district & embedded energy and decentralised renewables. 

EQUANS’ 13,500 UK & Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital & industrial transitions that are redesigning the way we move, work and live. 

EQUANS is a Bouygues group company. 

What’s next? 

If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. 

At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network.  

For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role.  Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. 

The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers.