Facility Help Desk Supervisor

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.

African Medical Centre of Excellence, Abuja (AMCE Abuja) aims to be an Employer of Choice, providing equal opportunity for everyone regardless of their background, gender, race and other protected characteristics.