Out of Hours Team Leader

Job Description We are looking for an experienced service desk leader who can set clear direction, maintain performance against KPIs, and work collaboratively within the wider service delivery function. Operating on a 4-on, 4-off night shift pattern (21:00 – 08:00), this role requires someone who thrives in a fast-paced, high-pressure environment and can ensure seamless service across shifts and contracts. Key Responsibilities Lead and manage the Out-of-Hours Facilities Service Desk team to deliver high quality customer service Achieve contractual and business KPIs and service targets Ensure procedures are followed to identify the best course of action for customers and the business Provide induction and technical training for team members, liaising with the Service Delivery Manager on additional training needs Monitor, review, and manage staff performance on an ongoing basis Escalate and advise the Service Delivery Manager of potential disciplinary issues as they arise Manage client relationships and expectations, attending progress meetings as required Deputise for the Service Delivery Manager when necessary to ensure continuity of service Professional and Personal Competencies/Qualifications Proven delivery of high quality, consistent customer service standards Experience of working to customer and business KPIs and SLAs Demonstrated commitment to the safety and wellbeing of self, team, and colleagues Ability to monitor short-term workload variations and flex team rostering to meet demand Experience supervising others and allocating tasks based on technical specialisms Essential CRM database knowledge; Tririga, Maximo, or 360 experience is desirable Experience working in a target-driven or high-pressure customer service environment Essential experience within a Facilities Management (FM) service desk environment The Company ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience. Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people. We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,  #aplacetobeyou,  #facilitiesmanagement  ISS is proud to be a diverse and inclusive employer. ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background. We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognising our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers. We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work….