Helpdesk Operations Manager

Glasgow, Lanarkshire
OCS

Job Reference: /AP/28-08/1273/2

Job Title: Helpdesk Operations 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 Operations Manager to join our passionate and driven team based at our Glasgow office.

The Helpdesk Operations Manager will play a lead role in delivering the Helpdesk service across multiple contracts.

The successful candidate will lead the contract performance for a 24/7 Helpdesks as well as mentor, train, and coach the Helpdesk colleagues to ensure a high level of performance.

Additionally, the successful candidate will deliver monthly reporting, be a point of escalation and a subject matter expert across both contracts.

The role will provide an acting support to the Head of Helpdesk.

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:

• Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
• Management of client escalations & complaints.
• Involved in implementation, management & ongoing monitoring of phone software system.
• Ensure the Helpdesk service is delivered in line with FM business processes.
• Exceed client expectations in the delivery of the FM services.
• Communicate effectively with the operations and client teams
• To ensure that PPM and statutory tasks are planned, resourced and completed in line with specific PPM contract and legislative requirements.
• Effective tasking and direction of engineering workforce to complete Reactive, Quoted and Planned Maintenance tasks within contract KPI’s.
• Act as key point of contact for engineering workforce and sub contractors.
• To ensure administrative upkeep of information management systems at all times, including contract files.
• To provide weekly status reports to the Operations teams on PPM and Reactive jobs.
• To provide and present on monthly reporting pack to client.
• To assist in keeping WIP levels on contracts to a minimum by ensuring timely completion of jobs.
• Take health and safety into consideration during all works with support from management.
• Train, develop and support the Helpdesk Managers & Team Leaders.
• Engagement planning across the Helpdesk to ensure a highly motivated team.
• Strategic and innovative thinking/planning to keep the Helpdesk in line with market/customer expectation
• Excellent knowledge of portfolio of contracts, processes and Concepts including reporting requirements.
• No direct line reporting.
• Cover Helpdesk Managers when needed and step up to Head of Helpdesk in absence.
• Create quality framework for Concept, process, and call answering.
• Roll out quality framework with the team to ensure they are aware what they are being assessed on.
• Monthly quality checks to be carried out and fed back to Managers to review and manage team.
• Report on quality matrix to Heads of and Helpdesk Managers.
• Engagement planning across all Helpdesks.

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
• Meticulous eye for detail
• Experience in leading business mobilisation and transformation activity that balances exceptional delivery for users, with the needs of operations and the business.
• Experience of leading change and driving change awareness within a complex and geographically dispersed organisation.
• A solid track record of delivering service/performance improvements, efficiencies, and enhanced user experience.
• Solid experience in the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
• Previous management experience within the Facilities Management arena. Management experience can be operational, business / administrative or customer service oriented.
• Excellent communication skills including presentation and written report writing.
• Good PC skills, including advanced Excel
• A self-motivated person, infectious and articulate communicator who is target-driven and possesses the ability to work on their own initiative
• Excellent communication and interpersonal skills

H