Service Desk Team Leader - Glasgow Head Office
City Facilities Management UK
Glasgow, United Kingdom
3 days ago
Role details
Contract type
Permanent contract Employment type
Full-time (> 32 hours) Working hours
Regular working hours Languages
English Experience level
SeniorJob location
Glasgow, United Kingdom
Tech stack
Software Applications
Computer-Aided Facility Management
Service Development Studio
Job description
- Coordinate the day-to-day tasks of the Service Desk, ensuring compliance with contractual KPI targets and SLAs
- Lead, drive, line manage and motivate a team that exceeds customer expectations and delivers a quality customer experience
- Drive the team take ownership of their tasks and areas of responsibility
- Identify and deliver training as required
- Ensure that all team members take ownership and have accountability of a problem by ensuring and developing a thorough understanding of processes
- Produce and analyse daily/weekly reports to improve and maximise teams' performance
- First point of escalation for issues raised by Service Desk operators
- Ensure continuous development and understanding of CAFM/system functionality and how to apply this within processes
- Performance manage the team including regular 121s with to ensure issues are identified and resolved quickly
- Day to day supervision of the Service Desk operators, including but not limited to conduct, performance, time keeping, attendance and capability Taking the necessary and appropriate actions to address any inappropriate behaviour or low standards, with support and advice from the Service Desk manager and HR
- Assist Service Desk manager with management and production of staff rota ensuring coverage for holiday, sick absence etc
- Fully support the Service Desk Operations Manager by establishing and maintaining an organised, structured, and well managed working environment
- Work with the Service Desk Operations Manager to develop and maintain the skills and enthusiasm of all Service Desk Operators
- Point of escalation within the Service Desk
- Drive up customer perception and satisfaction
- Assisting in the producing of performance reports for senior management, which may include but is not limited to reports on staff performance, service development etc
- Work in conjunction with the other Service Desk teams to ensure a seamless end to end service
- Support with training and induction of new starters
- Work in partnership with the other Service Desk Supervisors to support best practice
- Any other duties as required by the Service Desk Operations Manager
Requirements
- Minimum 2 years' experience in a Service Desk environment (preferably FM)
- Previous experience as a team leader preferable
- Commercially astute, used to a contract operating environment with SLAs and KPIs
- Enthusiasm to be a leader in a growing and customer focused environment
- Can demonstrate good leadership skills or potential with excellent communications and organisational abilities
- An outgoing and calm approach that helps to build excellent working relations and a harmonious environment
- Ability to coach and motivate a team to provide the best customer service whilst operating within defined contract terms and processes
- Excellent communicator and able to influence effectively at all levels
- Knowledge of processes, protocols and procedures, personnel management and personnel policy
- Knowledge of reporting techniques
- Demonstrated skills in employee supervision
- Ability to lead change and innovation
- Interpersonal skills to effectively motivate others
- Knowledge of computer application programs
- Organisational and customer service skills to effectively manage multiple priorities
- Interpersonal communication skills to include verbal and written, active listening, critical thinking, persuasiveness, advising and counseling skills
- Ability to quickly evaluate issues and identify resolution
