Helpdesk Team Leader

Job Description

Job Reference: /KC/23-11/1017/13Job Title: Helpdesk Team LeaderLocation: GlasgowSalary: Competitive Hours per week: Monday to Friday - 38 hours per weekBusiness OverviewAtalian Servest and OCS have merged to create a new organisation, the OCS Group UK & Ireland. We are a leading facilities management company providing a range of both standalone and integrated services including cleaning, catering, security, technical services,energy management and compliance, front of house, landscaping, logistics, waste management and pest control services. The company has a turnover of £1.5bn and operates across the UK and Ireland with 50,000 colleagues delivering innovative award-winning servicesto the private and public sectors and supporting the local communities in which it operates.Our Technical Services division specialises in building services, delivering maintenance, repairs, and installations to ensure client properties are always safe, productive, and compliant.Role OverviewWe are currently recruiting for a Resource Planning Team Leader to join our passionate and driven Technical Services team based at our office in Glasgow.Benefits

• Informal hybrid/flexible working arrangements
• 25 days holiday + bank holidays
• Free fruit in our offices
• Employee Referral Scheme (if you refer a successful candidate to one of our vacancies)
• Wide range of retail discounts
• Regular social and charity events are held in our offices
• Get involved in charity events in the local community

Wellbeing

• Discounted gym membership
• Eye test £25 voucher and up to £100 towards glasses
• Join our Cycle to Work scheme via salary sacrifice
• Access to “CHROMA”, our internal colleague-led diversity and inclusion community – join a committee or take part in our D&I initiatives and events
• Access to internal Mental Health First Aiders

Career development and recognition

• Immediate access to “Opportunity” our internal Learning and Development platform
• Required professional membership fees paid for
• Opportunity to win monthly Atalian Servest Superstar Awards
• Long service awards

Key Responsibilities:People

• Oversee direct reports, providing processes, procedures, training and objectives as necessary to ensure high performance and efficiency.
• Manage any HR and performance issues relating to direct reports.
• Organise training programs for Resource Planners to update their job knowledge and enhance their skills.
• Support with absences by stepping in/up where necessary.
• Provide ongoing support to direct reports giving feedback daily and through regular one to ones.

Customer

• Provide reporting to operational teams or others as necessary to demonstrate the fulfilment of contract requirements.
• Ensure client systems are updated within set timescales.
• Ensure clients are kept informed in advance of planned preventative maintenance or reactive visits as per contract agreements, including any changes/delays as appropriate.
• Planning & Organising
• Organise day-to-day responsibilities for the team to ensure productivity and performance.
• Conduct weekly/monthly labour planning meetings with Delivery Teams as required.
• Produce relevant information and updates required for inclusion in client/contract reports.
• Ensure the team has scheduled and managed all reactive, PPM and statutory testing works to completion to comply with contractual and legal obligations.
• Job-by-job communication and tracking of the engineering workforce to ensure CAFM systems are accurate and up to date throughout the entirety of the job life.
• Monitor internal email mailboxes to ensure all enquiries are responded to in a timely manner.

Commercial / Financial

• Mitigate risk against performance penalties for failures by ensuring all tasks are scheduled, to the correct resource and completed in line with contractual requirements.
• Jeopardy Manage all tasks in line with SLAs/KPIs in order to reduce financial penalties.
• Ensure time on site for reactive, quoted and planned maintenance works are within contract budgets/spend limits.
• Monitor trends in engineer performance, reporting negative trends to the operational delivery team/Team Leader.
• Maximising utilisation of direct labour, reporting absences and identifying potential shortfalls and mitigation.

Team

• Work together with wider teams including supervisors, managers and directors in order to achieve collaboratively.
• Support the Helpdesk Manager by providing timely performance reports and prompt escalation of issues.
• Good Strategic thinking capabilities - be able to support the Management Team to develop long-term strategies appropriate for the operation of the properties.
• Manage cover for the team as necessary.
• Promote best practice health and safety amongst direct reports, engineering teams, subcontractors, and clients always. Escalate any perceived risks as necessary.

About You:

• Applicants must have the right to work in the UK
• Experience working within a Scheduling/Resource Planning environment is key.
• High understanding and experience with Microsoft Office software packages.
• Experience in a Senior Helpdesk Role, with line management responsibility is essential.
• High level of IT and systems literacy.
• Geographical knowledge within the UK is advantageous.
• Technical knowledge within the Mis &E industry IS beneficial.
• Sound understanding of planned maintenance requirements and our legal requirements/obligations.
• Demonstrate strong commercial understanding.
• Experience in using CAFM or other management systems; including scheduling systems.

Personal attributes:

High attention to detail.Strong work ethic and drive for performance improvement a