Head of Helpdesk Operations Manager

1 week ago

Glasgow, Glasgow City, United Kingdom OCS Full time

Join a leading facilities management company, OCS, as we seek a skilled professional to lead our Helpdesk team.

About the Role:

The Head of Helpdesk will be responsible for leading a team of technical support specialists, providing exceptional customer service, and ensuring the smooth operation of our helpdesk facility.

Key Responsibilities:

  • Lead and motivate a team of technical support specialists to achieve high levels of customer satisfaction and service delivery.
  • Develop and implement strategies to improve helpdesk efficiency, effectiveness, and customer experience.
  • Collaborate with operations and client teams to ensure seamless management of contracts and services.
  • Analyze data from helpdesk reports to identify trends and patterns, and present findings to stakeholders.
  • Ensure compliance with company quality management systems and implement procedures to drive continuous improvement.
  • Lead change initiatives and drive awareness within the organization to ensure successful implementation and embedding of new services and ways of working.
  • Develop and maintain strong relationships with clients, stakeholders, and internal teams to ensure excellent communication and service delivery.
  • Manage and prioritize tasks, resources, and workflows to meet business objectives and deadlines.
  • Stay up-to-date with industry trends, best practices, and emerging technologies to drive innovation and improvement.

Requirements:

  • Proven experience in managing large helpdesk operations and leading technical support teams.
  • Strong leadership and management skills, with the ability to influence outcomes and motivate teams.
  • Experience in helpdesk management in a fast-paced facilities management environment.
  • CAFM system experience, including systems such as Concept, Maximo, etc.
  • Meticulous attention to detail and ability to operate in a pressurized environment.
  • Excellent communication and interpersonal skills, with the ability to present and write reports.
  • Good PC skills, including advanced Excel, MS Teams, and SharePoint.
  • A self-motivated individual with a target-driven approach and ability to work independently.

What We Offer:

  • Paid holiday and employee referral scheme.
  • Learning and development opportunities and a supportive working culture.
  • Future progression opportunities and a range of benefits, including mobile, legal, bicycle, breakdown, and retail discounts.

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