Helpdesk Operations Manager
2 days ago
Job Reference: /AP/28-08/1273/2
Location: Glasgow
Salary: Competitive
Hours per week: Monday to Friday - 08:00 - 16:00 hours per week
About the RoleWe are seeking a highly skilled and experienced Helpdesk Operations Manager to join our team at OCS. As a Helpdesk Operations Manager, you will play a key role in delivering exceptional customer service and ensuring the smooth operation of our helpdesk services.
You will be responsible for leading a team of helpdesk professionals, managing client escalations, and implementing and monitoring phone software systems. You will also be responsible for ensuring that the helpdesk service is delivered in line with FM business processes and exceeding client expectations in the delivery of FM services.
The successful candidate will have a solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience. You will also have experience in leading change and driving change awareness within a complex and geographically dispersed organisation.
Key Responsibilities- Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
- Management of client escalations & complaints.
- Involved in implementation, management & ongoing monitoring of phone software system.
- Ensure the Helpdesk service is delivered in line with FM business processes.
- Exceed client expectations in the delivery of the FM services.
- Communicate effectively with the operations and client teams
- To ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
- Effective tasking and direction of engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI's.
- Act as key point of contact for engineering workforce and sub contractors.
- To ensure administrative upkeep of information management systems at all times, including contract files.
- To provide weekly status reports to the Operations teams on PPM and Reactive jobs.
- To provide and present on monthly reporting pack to client.
- To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
- Take health and safety into consideration during all works with support from management.
- Train, develop and support the Helpdesk Managers & Team Leaders.
- Engagement planning across the Helpdesk to ensure a highly motivated team.
- Strategic and innovative thinking/planning to keep the Helpdesk in line with market/customer expectation
- Excellent knowledge of portfolio of contracts, processes and Concepts including reporting requirements.
- No direct line reporting.
- Cover Helpdesk Managers when needed and step up to Head of Helpdesk in absence.
- Create quality framework for Concept, process, and call answering.
- Roll out quality framework with the team to ensure they are aware what they are being assessed on.
- Monthly quality checks to be carried out and fed back to Managers to review and manage team.
- Report on quality matrix to Heads of and Helpdesk Managers.
- Engagement planning across all Helpdesks.
- Applicants must have the right to work in the UK
- Effective managerial skills, including the ability to influence outcomes and motivate a team
- Meticulous eye for detail
- Experience in leading business mobilisation and transformation activity that balances exceptional delivery for users, with the needs of operations and the business.
- Experience of leading change and driving change awareness within a complex and geographically dispersed organisation.
- A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
- Solid experience in the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
- Previous management experience within the Facilities Management arena. Management experience can be operational, business / administrative or customer service oriented.
- Excellent communication skills including presentation and written report writing.
- Good PC skills, including advanced Excel
- A self-motivated person, infectious and articulate communicator who is target-driven and possesses the ability to work on their own initiative
- Excellent communication and interpersonal skills
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