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:
Contract: 1 year FTC
Days of Working: Monday to Friday
Shift Pattern: 07.00am - 15.30pm, 08.00am - 16.30pm, 10.30am - 19.00pm
Key Responsibilities:
1. Manage and support colleagues on the helpdesk to achieve set daily targets.
2. Proactively monitor KPI and SLA performance within the team, identify, challenge, and resolve issues, and report on focus areas to account and senior support managers.
3. Manage jeopardy of reactive tasks, analyze and report on daily, weekly, and monthly performance data.
4. Plan and coordinate out-of-hours contract support for the 24/7 desk.
5. Lead recruitment efforts within the team, and manage disciplinary or grievance issues.
6. Develop SOPs and training matrices for the helpdesk.
7. Act as a key contact for customers, management, and sub-contractors.
8. Standardize and improve current working methods using SMART objectives.
9. Ensure effective use of CAFM management systems and explore new ways to improve operations.
10. Hold regular meetings with key account managers and SSSM to discuss targets and team performance.
11. Review processes regularly to ensure operational excellence.
12. Deliver presentations and lead meetings with internal and external stakeholders.
What Are We Looking For?
* Right to work in the UK.
* Responsibility allowance for on-call cover.
* Effective managerial skills, including influencing and motivating teams.
* Advanced PC skills, including Excel, MS Teams, SharePoint, and Data Analytics tools like Power BI.
* Experience in helpdesk management within a fast-paced facilities management environment.
* Experience with CAFM systems such as Concept.
* Meticulous attention to detail.
* Ability to operate under pressure in a fast-paced environment.
* Calm, methodical approach.
* Experience in leading and managing change within complex, geographically dispersed organizations.
* Excellent communication skills, including presentation and report writing.
* Self-motivated, target-driven, and able to work independently.
* Strong interpersonal skills.
How to Apply:
If you are interested in joining a business that encourages professional development, career progression, and working with inspirational people, please click apply and register your interest! Sign up for our job alerts to be notified of other suitable vacancies.
We are an equal opportunities employer and value diversity in our workforce. We welcome applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.
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