Helpdesk Team Leader

Job Reference: /AP/24-05/1183/16

Job Title: Helpdesk Team Leader

Location: Glasgow

Salary: Competitive 

Hours per week: Variable Shift Rota - 07:00 - 15:30, 08:00 - 16:30, 10:30 - 19:30 - 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.

Job Overview

We are currently recruiting for Helpdesk Team Leader to join our passionate and driven team based at our client’s site in Glasgow

Benefits

• 33 days holiday
• 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

Career development and recognition

• Immediate access to “Opportunity” our internal Learning and Development platform
• Required professional membership fees paid for
• Opportunity to win monthly Superstar Awards
• Long service awards

Key Responsibilities:

• Rotational On Call Out of Hours support, agreed additional payment provided for this period
• Check OOH handover and pass any jobs that need actioned to the team and ensure progression. 
• Quick scan emails and job queues to drive your team
• Review and collate where your team are for the day. 
• Discuss with the team their focus is for the day and any Hot Spots that they need to be aware of and ensure they know expectations for the day
• Discuss any areas of concern for them. 
• Target set where appropriate.....Friendly competition is always good!  
• Mailbox management should be checked and driven with the team.  Ensure the mailbox is tidy and emails are being filed when actioned and not left in the mailbox. 
• Add Quality check events to the job with all details and findings and feedback good and bad to the team members, quality check Telephone Calls.
• Pull contract specific reports and telephony reports, liasing with key stakeholders on regular basis and providing reports and feedback.to check and monitor performance
• Keep an eye on personal emails throughout the day to keep them down. 
• Pick up any escalations with urgency and see through to completion with the team if necessary. 
• Approve / reject teams holidays ensuring adequate cover is in place and holiday rota and portal is kept up to date
• Gather information throughout the week for team meetings. Including feedback from others out with the team, and recent or upcoming changes.  Issues incurred by yourself or the team throughout the week.  Give your team a chance to voice any points good or bad but in a constructive controlled manner.
• Conduct monthly 1-2-1 with each team member.  Go over achievements for the month and any points for improvement. 
• Keep all staff records up to date including Contact details sheet, HR files, 1-2-1's, ROC's probation tracker, review tracker, training tracker (processes and e-learning) 
• Carry out absence management within the team and ensure any absences are reported correctly and monitored for trigger points.
• Ensure your team are trained on all aspects of their job or highlight to HD trainers when extra training is needed.

About You:

• Applicants must have the right to work in the UK
• Experience in a Senior Helpdesk/Team Leader Role, with line management responsibility, is advantageous.
• High understanding and experience with Microsoft Office software packages.
• High level of IT and systems literacy.
• Experience in using CAFM or other management systems.
• Proven experience in leading a service-driven operation with experience in managing an operation through periods of significant growth or change.
• Excellent team motivator and communicator.

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