Helpdesk Team Leader

**Job Reference: /JB/06-03/1094/13**

**Job Title: Helpdesk Team Leader**

**Location: Glasgow**

**Salary: Competitive**

**Hours per week: Variable Shift Rota - Monday to Friday - 07:00 - 17:00, 09:00 - 19:00 - 38 hours per week**

**Business Overview**

Atalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services, energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning services to the private and public sectors and supporting the local communities in which it operates.

**Role Overview**

We are currently recruiting for a Helpdesk Team Leader to join our passionate and driven team based at our Glasgow office.

The purpose of this role is to support the Helpdesk Manager in driving the Helpdesk team responsible for admin & resource planning, they are also responsible for maintaining our CAFM system, to ensure we deliver agreed services to our customer in line with Contract Service Level Agreements (SLAs).

The Team Leader will ensure we are maximizing resource in order to cover all in day tasks, working closely with our Resource Planners to ensure we deliver agreed services to our customer in line with Contract Service Level Agreements (SLAs) and reducing costs.

The Team Leader will have line management responsibility for a team of administrators and resource planners, and has accountability for the performance

**Benefits**
- Informal hybrid/flexible working arrangements
- 25 days holiday + bank holidays
- Free fruit in our offices
- Wide range of retail discounts
- Regular social and charity events are held in our offices
- Get involved in charity events in the local community

**Wellbeing**
- Discounted gym membership
- Eye test £25 voucher and up to £100 towards glasses
- Join our Cycle to Work scheme via salary sacrifice
- Access to “CHROMA”, our internal colleague-led diversity and inclusion community - join a committee or take part in our D&I initiatives and events
- Access to internal Mental Health First Aiders

**Career development and recognition**
- Immediate access to “Opportunity” our internal Learning and Development platform
- Required professional membership fees paid for
- Opportunity to win monthly Atalian Servest Superstar Awards
- Long service awards

**Key Responsibilities**:

- Line management of the Helpdesk team ensuring high levels of customer service and accuracy and efficiency with system updates
- Exceed client expectations in the delivery of the FM services.
- Focussing resource where required within the team to achieve contract SLA’s and KPI’s
- Support with the hiring and training of the Helpdesk Team to ensure an effective workforce.
- Work in conjunction with the Operational delivery teams to ensure seamless management of contracts.
- To provide contract information on a monthly basis to Helpdesk Manager.
- Gain an understanding of contractual PMS to ensure that penalties are minimised wherever possible.
- To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
- Guide and direct the team to ensure any interactions with clients reflects positively on the company.
- Monitor the quality of the Helpdesk team performance to ensure compliance with set standards of courtesy and professionalism.
- Support the Resource Planners with any duties as required during absence, busy periods.
- Effectively manage all chases, escalations and complaints in line with business processes ensuring customer satisfaction always.
- Deputise for the Helpdesk Manager during any absence.
- Set targets for the team and individuals, ensuring they are reviewed on a regular basis.
- Prioritise numerous competing tasks; continuously monitoring the progress of work whilst communicating any delays to the relevant people.
- Effectively manage a significant workload in a fast-paced environment.
- Recognise and develop talent within the team.

**About You**:

- **_ Applicants must have the right to work in the UK_**:

- High understanding and experience of Microsoft Office software packages.
- High level of IT and systems literacy, including excel
- Geographical knowledge within the UK is advantageous.
- Sound understanding of planned maintenance requirements and our legal requirements/obligations.
- Demonstrate strong commercial understanding.
- Experience in using CAFM or other management systems.
- High attention to detail and accuracy.
- Strong work ethic and drive for performance improvement and quality.
- Excellent team motivator and communicator.
- Collaborative approach to problem solving.
- Excellent Leadership Skills.
- Organisation and time management.
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