Facilities Helpdesk Manager

Our Facilities Helpdesk are an integral cog in ensuring our store and business are maintained to the highest standard, prioritising the safety of our staff customers and visitors. This department work from our Knightsbridge store, receiving all calls and online tickets for facility maintenance and repairs on a shift-based rota Monday- Sunday.

About you

You’ll be an experienced people manager, with a passion for delivering excellent customer service and business solutions. You’ll be experienced in working with technical and non-technical professionals across hard and soft services to translate ad delegate priority facilities support for businesses with a complex and challenging facilities estate. You’ll be recognised as a motivator, capable of driving results out of a team as well as individuals and building human relationships within a corporate business. You’ll have an acute sense of urgency but able to remain calm under pressure in order to identify areas for improvement, process streamlining and better overall business success!

What to expect

In this exciting role you will act without supervision, ensuring an effective and efficient FM service is always provided and that legislative, agreed standards, targets are maintained to promote a positive and professional image. You will be responsible for the technical systems, processes and staff within the Harrods Facilities Management helpdesk. You will people manage a dynamic and varied team of individuals, rostering their shifts and managing case escalations. You’ll ensure that all stakeholder requirements (strategic and tactical) are understood and all systems, processes and personnel are structured to exceed these expectations. You will lead and familiarise the helpdesk team are adequately familiar with the buildings within the portfolio, systems, infrastructure and key customers in order to allow the most expeditious resolution of issues.

What is important?

Our team is reliable and efficient – we need someone who shares our values and understands the importance of our place in the business. Sometimes we are very busy; our team shares the load, supports each other and wins as a team. We set deadlines, we hit those deadlines.