Helpdesk Team Leader

2 weeks ago

Glasgow, United Kingdom OCS Group Full time

**About The Company**:
OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - **Trust, Respect, Unity, and Empowerment**.

**About The Role**:
**As part of your role, your key responsibilities will include, but are not limited to**:

- Rotational On Call Out of Hours support, agreed additional payment provided for this period
- Check OOH handover and pass any jobs that need actioned to the team and ensure progression.
- Manage and support the team with daily goals
- Mailbox management should be checked and driven with the team
- Add Quality check events to the job with all details and findings and feedback good and bad to the team members, quality check Telephone Calls.
- Pull contract specific reports and telephony reports, liaising with key stakeholders on regular basis and providing reports and feedback to check and monitor performance
- Pick up any escalations with urgency and see through to completion with the team if necessary.
- Organise and chair team meetings according with any new changes & also give your everyone a chance to voice any points good or bad but in a constructive controlled manner.
- Conduct monthly 1-2-1 with each team member. Go over achievements for the month and any points for improvement.
- Keep all staff records up to date including Contact details sheet, HR files, 1-2-1's, ROC's probation tracker, review tracker, training tracker (processes and e-learning)
- Carry out absence management within the team and ensure any absences are reported correctly and monitored for trigger points.
- Ensure your team are trained on all aspects of their job or highlight to HD trainers when extra training is needed.

**What are we looking for?**

- Applicants must have the right to work in the UK
- Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.
- High understanding and experience with Microsoft Office software packages.
- High level of IT and systems literacy.
- Experience in using CAFM or other management systems.
- Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.
- Excellent team motivator and communicator.

**How to Apply**:

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