OOH Helpdesk Manager

Role Overview

Working Days: 3 days between Monday and Friday 2.00pm – 10.00pm Alternative Saturday and Sunday day shift 8.00-4.30pm

Key Responsibilities

• 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.

Qualifications and Requirements

• 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 pressurised 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.

Equal Employment Opportunity

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.

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