Helpdesk Manager

Working Days: Monday - Friday, 7.5 hour shifts between 7am - 7pm

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

• 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.

• Applicants must have the right to work in the UK
• The responsibility allowance is included for on-call cover.
• 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.

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 .