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Helpdesk Operations Manager

2 months ago

Glasgow, Glasgow City, United Kingdom OCS Full time
Job Title: Helpdesk Manager

Job Reference: /PT/26-08/1273/4

Location: Glasgow

Salary: Competitive

Hours per week: Monday to Friday hours per week

About the Role

We are seeking a highly skilled Helpdesk Manager to join our team at OCS in Glasgow. As a Helpdesk Manager, you will be responsible for managing and supporting colleagues on the helpdesk to achieve set daily targets.

You will proactively monitor KPI and SLA performance within the team, identifying and resolving any issues, and reporting back to account and senior support managers.

Key responsibilities include jeopardy management of reactive tasks, analysis and reporting of daily, weekly, and monthly performance data, and out-of-hours contract support planning and coordination for the 24/7 desk.

You will also lead on all recruitment within the team, manage disciplinary or grievance issues, and develop SOPs and training matrices for the helpdesk.

As a key point of contact for customers, management, and sub-contractors, you will be responsible for ensuring effective CAFM management system usage and identifying opportunities to improve ways of working.

You will hold regular meetings with key account managers and senior support managers to discuss targets and report on team performance.

About You

We are looking for a candidate with excellent managerial skills, including the ability to influence outcomes and motivate a team.

You should have experience in helpdesk management in a fast-paced facilities management environment, with a strong understanding of CAFM systems such as Concept.

Essential skills include advanced Excel, MS Teams, SharePoint, and Data Analytics such as Power BI, as well as excellent communication and interpersonal skills.

You should be a self-motivated person who is target-driven and able to work on their own initiative.

What We Offer

We offer a competitive salary, 25 days holiday + bank holidays, and a range of benefits including informal hybrid/flexible working arrangements, free fruit in our offices, and employee referral schemes.

We also offer discounted gym membership, eye tests, and access to our internal colleague-led diversity and inclusion community, CHROMA.

Opportunities for career development and recognition include immediate access to our internal Learning and Development platform, required professional membership fees paid for, and the chance to win monthly Atalian Servest Superstar Awards.

We are committed to supporting the local community and offer opportunities to get involved in charity events.

How to Apply

If you are interested in this exciting opportunity, please click apply. Alternatively, if you know someone who would be a good fit for this role, click the link below to refer them and you could win up to £500 (T&Cs apply).

https://b/form/f3343c912a8643b69cfdc89dc2bbba8f