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Helpdesk Performance Manager

2 months ago

Glasgow, Glasgow City, United Kingdom OCS Full time

Job Reference: /AP/27-08/1273/17

Job Title: Helpdesk Performance Manager

Location: Glasgow

Salary: Competitive

Hours per week: Monday to Friday - 08:00 - 16:30 - 37.5 hours per week

Business Overview:

OCS Group UK & Ireland is a leading facilities management company providing a range of services including cleaning, catering, security, technical services, energy management, and compliance. We operate across the UK and Ireland with 50,000 colleagues delivering innovative services to the private and public sectors.

Job Overview:

We are seeking a Helpdesk Performance Manager to join our team based in Glasgow. The successful candidate will play a lead role in mobilising, integrating, and acquiring new services, ensuring exceptional delivery for users, operations, and the business.

Key Responsibilities:

  • Lead Helpdesk mobilisation and transformation activity, balancing user needs with operational and business requirements.
  • Implement, manage, and support new processes, standardising across new and existing helpdesks.
  • Communicate effectively with operations and client teams.
  • Collaborate with Helpdesk Operations Managers to ensure standard ways of working and shared knowledge/strategy.
  • Streamline processes and procedures, providing regular contract/helpdesk performance packs.
  • Ensure health and safety considerations are integrated into all works, with support from management.
  • Develop leadership induction and contract-specific training packs with the Helpdesk Training team.
  • Apply strategic and innovative thinking to keep the Helpdesk aligned with market/customer expectations.
  • Keep the Head of Helpdesk updated on bids and mobilisations.
  • Transition new contracts and handover to relevant departments when ready.
  • Coordinate vetting ownership and mobilisation to transition and handover.
  • Provide training for new contracts.
  • Map processes for new and existing contracts in line with business processes.
  • Drive continuous improvement across all Helpdesk Teams.

About You:

  • Must have the right to work in the UK.
  • Experience in leading business mobilisation and transformation, balancing user needs with operational and business requirements.
  • A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
  • Excellent knowledge of FM processes and CAFM systems, including reporting requirements.
  • Advanced PC skills, including Excel, MS Teams, SharePoint, and Data Analytics such as Power BI.
  • Meticulous attention to detail.
  • Experience in leading change and driving change awareness within a complex organisation.
  • Calm and methodical approach.
  • Capable of operating in a fast-paced environment.
  • Excellent communication skills, including presentation and written report writing.
  • A self-motivated person, target-driven, and able to work independently.
  • Willing to travel throughout the UK.
  • Experience in operational excellence and implementing new services and ways of working.
  • Previous management experience within the Facilities Management arena.

Benefits:

  • Wide range of retail discounts.
  • Discounted gym membership.
  • Access to our Cycle to Work scheme.
  • Access to our internal colleague-led diversity and inclusion community, CHROMA.
  • Access to internal Mental Health First Aiders.
  • Immediate access to our internal Learning and Development platform, Opportunity.
  • Required professional membership fees paid for.
  • Win monthly Superstar Awards.