Helpdesk Manager - Glasgow, United Kingdom - Atalian Servest

Atalian Servest

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Reference:
/AA/27-02/805/25

Job Title:
Helpdesk Manager

Location:
Glasgow - _Applicants must have the right to work in the UK_

Salary:
Competitive

Contract:
Permanent

Hours per week:
Variable shift rota hours per week

Business Overview

The Atalian Servest workforce is made up of 30,000 passionate, responsive, and knowledgeable colleagues, all of whom deliver sustainable and award-winning FM solutions to our clients.

Job Overview

We are currently recruiting for a Helpdesk Manager - Police Scotland to join our passionate and driven team based at our client's site in Glasgow.

Benefits

Access to Wagestream a financial wellbeing tool
Wide range of retail discounts
Discounted gym membership
Join our Cycle to Work scheme
Access to "CHROMA", our internal colleagueled diversity and inclusion community join a committee or take part in our events
Access to internal Mental Health First Aiders
Immediate access to "Opportunity" our internal Learning and Development platform
Required professional membership fees paid for
Win monthly Atalian Servest Superstar Awards

Key Responsibilities:

Manage team leaders and administrative support colleagues on the helpdesk
Deputise for Helpdesk Operations Manager where required
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
Outofhours contract support planning and coordination for 24/7 desk
Lead all recruitment within the team along with managing any disciplinary or grievance issues
SOPs and training matrix for the helpdesk
Act as a key point of contact for customers, management and subcontractors
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

About You:

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
CAFM system experience in systems such as Concept, Maximo etc
Meticulous eye for detail
Capable of operating in a pressurized fastpaced environment
Calm and methodical approach
Experience of leading change and driving change awareness within a complex and geographically dispersed organisation
Excellent communication skills including presentation and written report writing
A selfmotivated person who is target driven and possesses the ability to work on their own initiative
Excellent communication and interpersonal skills

How to apply
If you are interested to join a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply

Alternatively, if you know someone whom you feel would be a good fit for this vacancy, click the link below to refer them and you could win up to £500 (T&Cs apply)

Diversity & Inclusion
We are an equal-opportunity employer and are proud of the diversity represented across our business.

In 2021 we won the IWFM award for our diversity and inclusion initiative, CHROMA and we are proud to have also achieved the Disability Confident Level 2Standard as well as being signatories of the Race at Work Charter and Mental Health at Work Commitment.