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Helpdesk Manager

2 months ago

Glasgow, Glasgow City, United Kingdom OCS Full time

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

Job Title: Helpdesk Manager

Location: Glasgow

Salary: Competitive

Hours per week: Monday to Friday 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. With a turnover of £1.5bn, we operate across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors.

Role Overview

We are currently recruiting for a Helpdesk Manager to join our team based at our Glasgow office. As a Helpdesk Manager, you will be responsible for managing and supporting colleagues on the helpdesk to achieve set daily targets.

Key Responsibilities:

  • Manage and support colleagues on the helpdesk to achieve set daily targets.
  • Proactively monitor KPI and SLA performance within the team to identify, challenge, and resolve any issues.
  • Jeopardy management of reactive tasks, analysis, and reporting of daily, weekly, and monthly performance data.
  • Out of hours contract support planning and coordination for 24/7 desk.
  • Lead on all recruitment within the team and manage any disciplinary or grievance issues.
  • Develop and maintain SOP's and training matrix for the helpdesk.
  • Act as a key point of contact for customers, management, and sub-contractors.
  • Improve current ways of working by using SMART objectives.
  • Ensure effective CAFM management system usage and look for new ways of working and opportunities to improve ways of working.
  • Hold weekly/monthly meetings with key account managers to discuss targets and report back on teams' performance.
  • Hold weekly/monthly meetings with SSSM to report on team targets and efficiencies.
  • To ensure all processes are consistently reviewed to ensure operational excellence across the business.
  • Able to deliver presentations and lead meetings with internal and external customers.

About You:

  • Applicants must have the right to work in the UK
  • The responsibility allowance is included for on-call cover.
  • Effective managerial skills, including the ability to influence outcomes and motivate a team.
  • Excellent PC skills, including advanced Excel, MS Teams, SharePoint, and Data Analytics such as Power BI.
  • Essential that candidate has experience in helpdesk management in a fast-paced facilities management environment.
  • CAFM system experience in systems such as Concept.
  • Meticulous eye for detail.
  • Capable of operating in a pressurized fast-paced environment.
  • Calm and methodical approach.
  • Experience in leading change and driving change awareness within a complex and geographically dispersed organisation.
  • Excellent communication skills, including presentation and written report writing.
  • A self-motivated person who is target-driven and possesses the ability to work on their own initiative.
  • Excellent communication and interpersonal skills.

How to Apply

If you are interested in joining a business that encourages professional development, career progression, and the chance to work with inspirational people, please click apply.

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500 (T&Cs apply)

https://b/form/f3343c912a8643b69cfdc89dc2bbba8f