About The Role
We are looking for a data-driven, customer service focused Head of Operational Support Desk to join our team. The operational support desk serves as the first point of contact and primary support hub for our frontline cleaning teams and the management of client issue logs. In addition to addressing day-to-day queries, the Helpdesk plays a crucial role in maintaining smooth operational delivery.
What You’ll Do
Set the strategy
* Define and execute the long-term vision of the Support Desk using data-driven insights aligned with business and operational goals.
* Build scalable, resilient service models that support contract growth, frontline operations, and evolving client expectations.
* Ensure the Support Desk remains a dependable and proactive hub for both staff and client support needs.
Lead high-performing teams
* Lead, mentor, and develop the Support Desk team to foster a culture of accountability, service excellence, and continuous improvement.
* Champion cross-functional collaboration across operations, HR, and client services to create a unified support experience.
* Ensure frontline cleaners receive responsive, high-quality support including assistance with holiday requests, pay queries, and technical issues related to company tools and apps.
Use data to drive performance
* Own and refine performance dashboards and KPIs (e.g., SLA compliance, resolution times, call volumes, issue trends, cost-to-serve, client satisfaction).
* Translate real-time data into actionable insights for forecasting, resource planning, and service optimisation.
* Present insights and improvement plans to senior leadership and key stakeholders.
Optimise process & service quality
* Continuously evaluate and improve Support Desk workflows, standards, and escalation processes to ensure efficient resolution of frontline and client issues.
* Oversee the allocation of resource cover during staff absence or holidays, ensuring client service levels are upheld.
* Ensure team resources, tools, and systems are aligned to meet current and future operational demands.
Influence at the highest level
* Represent the Support Desk in leadership forums and client meetings—clearly articulating impact, challenges, and solutions.
* Build strong internal partnerships to ensure seamless service delivery across the organisation.
Drive innovation
* Identify and implement technology solutions (AI, automation, self-service platforms) to enhance the employee and client experience.
* Lead transformation initiatives aimed at reducing downtime, improving responsiveness, and supporting operational agility.
What You Bring
* Proven leadership in helpdesk, service delivery, or operational support roles, with experience shaping strategy and scaling teams.
* A deep understanding of frontline support operations, including scheduling, HR-related queries, and client issue resolution.
* Strong analytical skills and experience using metrics to drive service decisions and improvements.
* Excellent communication, stakeholder engagement, and influencing skills at all levels of the organisation.
* Passion for innovation, technology, and continuous improvement in customer experience and operational delivery.
* Track record of driving transformation and delivering measurable business outcomes.
Why join us?
This is your opportunity to lead a modern, frontline-facing Support Desk function that combines hands‑on operational support with strategic, data-driven leadership. You’ll have the chance to shape how we support our people, serve our clients, and scale our business.
What’s in it for you?
* 28 days holiday (including bank holidays)
* Annual bonus
* Private Medical Insurance
* Newly refurbished office with free onsite parking
* Access to our onsite gym with free classes available
* Pension scheme
* Access to training and development
* Regular company events
Commitment to SBFM Values
* Be a Good Person – We give people opportunities and embrace their inherent goodness. We are open minded and uphold integrity. We are respectful and considerate. We are kind and appreciative.
* Play as a Team – Community and communication is everything. We remain inclusive within our company and with our clients. Together, we grow, retain, execute, and make an impact. We are one team.
* Think Differently – We encourage a growth mindset, everything can be improved through effort. We love innovation and ideas. We are disruptors, and push boundaries for sustainable growth.
* Make an Impact – It’s all about the ultimate goal. We exceed expectations and deliver results at pace. We challenge the norm and step out of our comfort zone, because at our core, we are passionate and love to win.
About You
Our company recognises and values the enriching benefits equality, diversity and inclusion bring to our community. We celebrate diversity and actively encourage applicants from minority ethnic groups, LGBTQ+, disabled and neuro‑diverse groups to apply for our vacancies. Our aim is to nurture happy teams who learn from and inspire each other, and we believe diversity is key to achieving this goal.
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