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Helpdesk Operations Manager

2 months ago

Glasgow, Glasgow City, United Kingdom OCS Full time

Job Overview

OCS, a leading facilities management company, is seeking a highly skilled Helpdesk Operations Manager to join our team in Glasgow. As a key member of our operations team, you will play a lead role in delivering exceptional customer service and ensuring the smooth operation of our helpdesk services.

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.

About You:

  • 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