Facilities Helpdesk Team Lead

2 weeks ago

Crawley, 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**:
**Days of Working**: Monday to Friday 8am to 6pm

- Supervise, support, and coordinate the day-to-day activities of the facilities team

- Mentor the helpdesk team to ensure best practice

- Monitor work quality and provide training or coaching where needed.

- Carry out on going training of processes and procedures within the helpdesk team

- Monitor the productivity and accuracy of the helpdesk when dealing with customers and contractors.

- Liaise with all stakeholders across the FM business and update on any issues etc.

- Generate daily, weekly and monthly reports for analysis.

- Instruct the team on their duties to ensure our KPI’s are met.

- Point of escalation within the helpdesk for our customers, and colleagues.

- Cover helpdesk duties in the absence of team members when necessary.

- Conduct performance reviews, appraisals, and 1:1 check-ins.

- Motivate the team to achieve KPIs and SLAs.

**Required Skills & Experience**

- Fluent in spoken and written English,

- Good interpersonal skills with the ability to communicate verbally and in writing to a variety of stakeholders,

- The ability to deal with confidential data,

- Good IT skills, knowledge of and the ability to quickly learn. MS Office packages will be required,

- A professional and enthusiastic attitude and friendly disposition,

- An ability to work on own initiative and to take ownership of the role,

- An ability to lead the Helpdesk team in all areas of the business.

**We offer a wide range of support and benefits to our employees including**:

- Free Online Doctor Consultations via Web-doctor

- Competitive Salary

- Contributory Pension after qualifying period

- 21 Days Annual Leave increasing with service to 26 Days

- Staff Benefits/Discount Programme

- Employee Assistance Programme

- Training and Development Opportunities

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