Helpdesk Manager

Job Reference: /AP/05-03/#####/4

Job Title: Helpdesk Manager

Location: Glasgow

Salary: Competitive 

Hours per week: Monday to Friday - 08:00 - 16:30 - 37.5 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 Manager to join our passionate and driven team based at our Glasgow office.  

Benefits

• Informal hybrid/flexible working arrangements
• 25 days holiday + bank holidays
• Free fruit in our offices
• Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
• 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:

• Manage and support colleagues on the helpdesk to achieve set daily targets.
• Proactively monitor KPI and SLA performance within the team so that any issues are identified, challenged and resolved and report back on areas of focus to account and senior support managers.
• 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 along with managing any disciplinary or grievance issues.
• SOP’s and training matrix for the helpdesk.
• Act as a key point of contact for customers, management and sub-contractors.
• Look at ways to standardise and then 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
• 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 to join a business that encourages professional development, career progression and the chance to work with inspirational people then 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://(url removed)/b/form/f3343c912a8643b69cfdc89dc2bbba8f