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, ensuring the delivery of exceptional customer service and support to our clients.

Key Responsibilities:

  • Lead and manage a team of Helpdesk specialists to achieve high levels of customer satisfaction and service delivery.
  • Develop and implement strategies to improve helpdesk operations, including process improvements and technology enhancements.
  • Collaborate with cross-functional teams to ensure seamless service delivery and customer satisfaction.
  • Manage and analyze helpdesk reports to identify trends and areas for improvement.
  • Develop and maintain relationships with clients and stakeholders to ensure their needs are met and exceeded.
  • Stay up-to-date with industry trends and best practices to ensure the helpdesk team is equipped with the latest knowledge and skills.
  • Ensure compliance with company policies and procedures, including health and safety and quality management systems.

Requirements:

  • Proven experience in helpdesk management, with a strong track record of delivering exceptional customer service and support.
  • Excellent leadership and management skills, with the ability to motivate and inspire a team.
  • Strong analytical and problem-solving skills, with the ability to analyze data and identify areas for improvement.
  • Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
  • Experience with helpdesk software and technology, including CAFM systems.
  • Ability to work in a fast-paced environment, with a calm and methodical approach.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for career growth and development.
  • A supportive and collaborative work environment.
  • Access to the latest technology and tools.
  • A comprehensive training program.

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