Helpdesk Team Leader

4 weeks ago

Glasgow, United Kingdom Atalian Servest Full time

**Job Reference: /GR/07-12/755/14**

**Job Title: Helpdesk Team Leader**

**Salary: Competitive**

**Working Hours: Monday,Tuesday,Wednesday,Thursday,Friday - 07:00 - 15:30, 08:00 - 16:30, 09:30 - 18:00 - 37.5 hours per week**

**Location: Glasgow -_ Applicants should be from the UK only_**

**Would you be interested to join a leading facilities management company with a reputation for excellence?**

Atalian Servest is currently recruiting for a Helpdesk Team Leader to join our passionate and driven team in Hillington

The purpose of this role is to support the Helpdesk Manager in driving the Resource Planning team, who are responsible for executing the delivery of logistics planning of our national engineering workforce, to ensure we deliver agreed services to our customersin line with Contract Service Level Agreements (SLAs).

The Resource Planning Team Leader will ensure we are maximizing resources in order to keep non-productive time to a minimum whilst ensuring we deliver agreed services to our customers in line with Contract Service Level Agreements (SLAs) and reducing costs.

The Resource Planning Team Leader will have line management responsibility for a team of Resource Planners and has accountability for the performance of their
designated area.

**Your primary responsibilities will include**:
People & Customer
- Oversee direct reports, providing processes, procedures, training and objectives as necessary to ensure high performance and efficiency.
- Manage any HR and performance issues relating to direct reports.
- Organise training programs for Resource Planners in order to update their job knowledge and enhance their skills.
- Support with absences by stepping in/up where necessary.
- Provide ongoing support to direct reports giving feedback daily and through regular one to one.
- Provide reporting to operational teams or others as necessary to demonstrate the fulfilment of contract requirements.
- Ensure client systems are updated within set timescales.
- Ensure clients are kept informed in advance of planned preventative maintenance or reactive visits as per contract agreements, including any changes/delays as appropriate.

Planning & Organising
- Organise day to day responsibilities for the team to ensure productivity and performance.
- Conduct weekly/monthly labour planning meetings with Delivery Teams as required.
- Produce relevant information and updates required for inclusion in client/contract reports.
- Ensure the team has scheduled and managed all reactive, PPM and statutory testing works to completion to comply with contractual and legal obligations.
- Job by job communication and tracking of engineering workforce to ensure CAFM systems are accurate and up to date throughout the entirety of the job life.

Commercial / Financial
- Mitigate risk against performance penalties for failures by ensuring all tasks are scheduled times, to the correct resource and completed in line with contractual requirements.
- Jeopardy Manage all tasks in line with SLAs/KPIs in order to reduce financial penalties.
- Ensure time on site for reactive, quoted and planned maintenance works are within contract budgets/spend limits.
- Monitor trends in engineer performance, reporting negative trends to the operational delivery team/Team Leader.
- Maximising utilisation of direct labour, reporting absences and identifying potential shortfalls and mitigation.

Team/ Health & Safety
- Work together with wider teams including supervisors, managers and directors in order to achieve collaboratively.
- Support the Helpdesk Manager by providing timely performance reports and prompt escalation of issues.
- Good strategic thinking capabilities - be able to support the Management Team to develop long term strategies appropriate for the Operation of the properties.
- Manage cover for the team as necessary.
- Promote best practice health and safety amongst direct reports, engineering teams, subcontractors and clients always. Escalate any perceived risks as necessary.

**About You**:

- Experience in working within a Scheduling/Resource Planning environment.
- High understanding and experience of Microsoft Office software packages.
- Experience in a Senior Helpdesk Role, with line management responsibility is essential.
- High level of IT and systems literacy.
- Geographical knowledge within the UK is advantageous.
- Technical knowledge within the M&E industry is beneficial.
- Sound understanding of planned maintenance requirements and our legal requirements/obligations.
- Demonstrate strong commercial understanding.
- Experience in using CAFM or other management systems; including scheduling systems.

**Benefits**:

- Paid Holiday.
- Employee Referral Scheme.
- Learning and development opportunities.
- Supportive working culture and future progression opportunities.
- Mobile, legal, bicycle, breakdown, and retail discounts.
- Eye test and glasses reimbursement.
- Cycle 2 work scheme.

**How to apply?**

** STRICTLY NO AGENCIES

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