Facility Help Desk Supervisor at Deloitte

Job Purpose

The Facility Help Desk Supervisor is responsible for overseeing the day-to-day operations of the facility help desk team, ensuring efficient and effective resolution of facility-related issues reported by employees and tenants. The role holder will be responsible for providing exceptional customer service and maintaining a safe and productive work environment.

Core Responsibilities

Team Management and Supervision:

• 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.

Incident Management and Resolution:

• 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.

Customer Service and Communication:

• 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.

Service Level Agreements (SLAs) Management:

• 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.

Process Improvement:

• 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).

Facility Management Support:

• 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.

Reporting and Analysis:

• 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.

Educational Requirements

• Bachelor’s degree in Business Administration, Information Technology, or Facilities Management, or a related field

Professional Requirements

• Professional certification/membership of a relevant recognized professional body.

Experience Requirements

• Minimum of 5 years experience in a similar role.

Competency Requirements

Knowledge Requirements

• 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.

Skill Requirements

• Leadership Skills
• Communication Skills
• Technical Skills
• Problem-Solving Skills
• Decision-Making Skills
• Organizational Skills
• Time-Management Skills
• Customer Service Orientation
• Teamwork Skills

Personal Abilities

• 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.