Help Desk Manager – Estates, Grade – EO, New Delhi

The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. Job Category Foreign, Commonwealth and Development Office (Operations and Corporate Services) Job Subcategory Estates Job Description (Roles and Responsibilities)

Note: All applicants are required to mandatorily fill the complete online application form including the employment and educational details, experience segment and the behaviour-based questions. We will be thoroughly reviewing the application forms only for all the required details. Forms that are incomplete in any respect will not be considered while shortlisting for the next stage.Main purpose of job:The Helpdesk Manager will be responsible for leading on the Estates Helpdesk for New Delhi and deliver comprehensive administrative support for the operations of the Estates department, this includes managing the Estates Technical supervisor’s response and supervising the work requests. It is the responsibility of the Helpdesk manager to review Estates requests every day and remind technical team on necessary action required on each outstanding request and update changes every day. It involves preparing and presenting Management Information to Head of Estates Operations India and leading on all external communication from Delhi Estates. The role is designated as the central communication’s Hub lead role for all matters pertaining to Estates.We reserve the right to review, revise or amend the roles and responsibilities from time to time reflecting the changing needs of business.Roles and responsibilities / what will the jobholder be expected to achieve?:Leading on Estates Helpdesk Automations and Power BI- 30%The jobholder will be responsible for managing day to day queries received at Helpdesk and ensuring the requests are prioritised, responded, and managed within the SLA. The Helpdesk Manager key responsibilities will include leading on Automation, Microsoft Flows and Power BI reports to manage the Helpdesk. You will be required to communicate effectively and answer complex queries with an aim to provide resolution within required SLA, this needs excellent communication and problem-solving skills.A key responsibility includes ensuring the swift and successful completion of assigned works by coordinating with the technical team to prioritize tasks according to urgency, and to provide timely updates under varying circumstances.You will be accountable for preparing management information related to Estates Helpdesk, Contracts and Inventories and submit it to Head of Estates Operations India every week for discussion and update. This also includes overseeing various projects ranging from immediate, short-term tasks to long-term strategic planning and the day-to-day management necessary to maintain optimal performance of the Estates. The jobholder is expected to stay informed of performance metrics trade-wise, location-wise, and concern-wise, providing thorough explanations for any variances or deviations in the monthly reports. The jobholder will also coordinate various Estate management audits and technical inspections, acting as the liaison for IT-related matters. Additional administrative duties may be assigned as needed to ensure the smooth and efficient functioning of departmental activities.Budget and Contract Management- 30%The Helpdesk Manager will lead on Budget and as Contract manager for few major Estates Contracts and will also lead on procurement of items necessary for purchase to resolve ongoing requests. You must liaise with stores to check the inventory is maintained and the stock is available for major area of concern/complaints. The incumbent will be responsible for managing contracts, identifying ways to increase efficiency and improve productivity, collecting and collating data for forecasting and planning purposes.Supervising and Team Management- 20%The Jobholder will be responsible for organising the work loads of Technical Estates Supervisors and providing timely guidance and support they need to complete the jobs assigned to them, this includes monitoring the workflows on a timely basis. The Helpdesk manager must proactively raise issues and concerns with Head of Estates and escalate matters where necessary. The helpdesk manager should receive daily inputs from the supervisors and update response on the requests. You also be responsible for compiling and updating Estates preventive maintenance master data and ensuring that schedules are communicated and delivered on time. You will be responsible for mentoring and coaching Estates Supervisors on dealing with day-to-day Estates requests and projects. The Helpdesk manager is expected to share ideas and innovations to improve our approach to Estates Management.Communication and Team Management- 20%The Helpdesk Manager will be responsible for all communication from Delhi Estates that includes responses, weekly updates to staff, bulletin submissions, newsletters etc. You should make sure the external communication is timely managed. The role entails devising and executing an effective communication strategy to enhance outreach for the Estates, thereby ensuring a stronger focus on customer satisfaction.Resources managed

(staff and expenditure):2 AO OfficersLanguage requirements:Language: EnglishLevel of language required: Proficient.Essential qualifications, skills and experience

Essential on arrival:Education

: Graduate or PostgraduateExcellent Communication Skills- Verbal and Written5 years of Customer Service Experience- Preferably in Diplomatic Mission, Hotel or any other International Organisation.Team Management ExperienceProficiency in IT and a thorough understanding of Windows-based programs such as Word, Excel, and Outlook are also essential.Desirable qualifications, skills and experience

Desirable:Strong Leadership and Interpersonal SkillsExperience of using any asset/property management system or Estates.Required behaviours Communicating and Influencing, Delivering at Pace, Making Effective Decisions, Managing a Quality Service, Working Together Application deadline 15 July 2024 Grade Executive Officer (EO) Type of Position Full-time, Permanent Working hours per week 40 Region South Asia & Afghanistan Country/Territory India Location (City) New Delhi Type of Post British High Commission Number of vacancies 1 Salary Currency INR Salary INR 75,359 month plus 12% Provident Fund and 6% Superannuation Fund. Start Date 2 September 2024 Other benefits and conditions of employment

For British High Commission candidates, the Country Based Staff BHC Terms & Conditions will apply.For other than BHC Candidates, salary will be all-inclusive of INR 75,359 month plus 12% Provident Fund and 6% Superannuation Fund.Additionally, the BHC offers a great benefits package that includes annual domiciliary medical cover, plus a Group Hospitalisation Scheme with INR 500,000 floater cover for your immediate family.No relocation or any other related costs or assistance will be provided.Please note

- BHC does not deduct tax at source and employees are required to ensure that any requirements of local income-tax law are complied with in full. Employees who are not liable to pay local income tax on their Mission salary, e.g., some non-local national staff and some spouses or partners of UK diplomatic staff, will have their salaries abated by an equivalent amount.The British Government is an inclusive and diversity-friendly employer. We value difference, promote equality and challenge discrimination, enhancing our organisational capability. We welcome and encourage applications from people of all backgrounds. We do not discriminate on the basis of disability, race, colour, ethnicity, gender identity, religion, sexual orientation, age, veteran status or other category protected by law. We promote family-friendly flexible working opportunities, where operational and security needs allow. The FCDO also operates an agile workforce. To facilitate this, you may be required to undertake other duties from time to time as we may reasonably require.The BHC is recognised as a good employer, with a robust, fair and transparent performance management & appraisal system linked to increments and staff bonuses. We have a 5-day working week, plus annual leave, public holidays, maternity leave provision, special leave, paid sick leave provision; ample development opportunities, travel opportunities, a good organisational culture, and excellent work/life balance.Around half of our work forces are women. We treat people with respect and equality and have a policy of zero tolerance for any form of discrimination, bullying, or harassment.This is a good opportunity to be part of a strong, diverse team, working in the biggest network that FCDO has anywhere across the globe. We are aiming to make it the best.We welcome all applications irrespective of age, race, colour, gender, disability, sexual orientation, religion, belief, or creed. We are also open to applications from people who want to work flexibly.

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