Would you be interested to join a leading facilities management company with a reputation for excellence?    

OCS is currently recruiting for a Head of Helpdesk Operations to join our passionate and driven team!

Reference: /KC/16-05/1166/7

Job Title: Head of Customer Operations – Technical Services

Contract: Permanent, Full-Time

Location: Glasgow

Reporting to the Business Performance Director for the Technical Services Business, the purpose of this role is:

• Lead support and inspire a team of Helpdesk to achieve success.
• Support the mobilisation of new contracts as a streamlined helpdesk approach.
• Strategic management of the helpdesk team to ensure high levels of customer service, resource management & service delivery.
• Carry out a review of the current helpdesk facility to develop a programme of improvements for greater effectiveness and enhanced customer experience.
• Ensure Helpdesk service is delivered in line with Technical Services business processes.
• Set up customer forums and attend with a view to understand existing experiences and suggest and bring ideas for improvement to life.
• Exceed client expectations in the delivery of the Helpdesk Operational services.
• Lead in effective  communications 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.
• Work in conjunction with the Operations Managers, Account Managers to ensure seamless management of contracts.
• Analyse data from Helpdesk reports to understand trends and patterns and present findings at monthly meetings
• 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 contract information on a monthly basis to Operations Directors & Managers/Account Managers for contract reports.
• Take health and safety into consideration during all works with support from management.
• Ensure compliance with Atalian Servest AMK Limited Quality Management System and be instrumental in implementing the procedures and instructions with particular attention to the areas of responsibility listed on the document.

The successful candidate will meet the following selection criteria:

• Experience managing large helpdesk operations
• Extensive leadership and management skills, including the ability to influence outcomes and motivate a team
• Essential that candidate has experience in helpdesk management in a fast paced facilities management environment
• CAFM system experience in system such as Concept, Maximo etc.
• Meticulous eye for detail
• Capable of operating in pressurized fast paced environment
• Calm and methodical approach
• 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 of the principles of operational excellence and how to ensure new services and ways of working are successfully implemented and embedded.
• Excellent communication skills including presentation and written report writing.
• Good PC skills, including advanced Excel, MS Teams, SharePoint
• A self-motivated person who is target driven and possesses the ability to work on their own initiative
• Excellent communication and interpersonal skills

Benefits:

• Paid Holiday.
• Employee Referral Scheme.
• Learning and development opportunities.
• Supportive working culture and future progression opportunities.
• Mobile, legal, bicycle, breakdown, and retail discounts.
• Eye test and glasses reimbursement.
• Cycle 2 work scheme.