Helpdesk team leader Work, Jobs in Partick, Glg (with Salaries)

Helpdesk Team Leader (Backshift) - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £29,214 a year
- Full-time
- Presentation skills
- Leadership
- Communication skills
- Annual leave
- Work from home
Helpdesk Supervisor - Glasgow Head Office
City Facilities Management (UK) —Glasgow
- £33,212.48 a year
- Weekend availability
- Management
- Customer service
- Communication skills
6d
Helpdesk Coordinator
Equans —Bellshill
- £14,664 - £15,392 a year
- Part-time
- Customer service
- Annual leave
- Employee assistance programme
Helpdesk Coordinator - Night Shifts
Equans —Bellshill
- £14,664 - £15,392 a year
- Part-time
- Customer service
- Annual leave
- Employee assistance programme
Procurement & Administration Coordinator
Wood —Irvine
- Full-time
- Project management
- Bachelor's degree
- Contracts
Digital Customer Support Apprentice
QA Apprenticeships —Bishopton
- £19,500 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Free parking
- Gym membership
Lead IT Security Engineer
V.Group —Glasgow
- Azure
- Computer Science
- AWS
13d
Mobile Electrician
Equans —Bellshill
- Full-time
- Contracts
- IT
- School
- Annual leave
- Employee assistance programme

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helpdesk team leader jobs near partick, glg

Helpdesk Team Leader (Backshift) - Glasgow Head Office

City Facilities Management (UK) -
Glasgow

Apply Now

Job details

Full-time
£29,214 a year

Benefits

Annual leave
Work from home

Qualifications

GCSE
Presentation skills
NVQ
Leadership
Communication skills

Full job description

Job Title: Helpdesk Team Leader - Backshift

Location: Glasgow Head Office (1 day WFH once training is complete)

Contract: Permanent

Working Pattern: 5/7 Days, 2 Week Rotation

Salary: £29,214 43 per annum + great company benefits!

Job Purpose:

This is a key position, leading the CSRs who act as ambassadors for our business
Team Leaders will effectively lead and manage the seniors and CSRs to ensure the highest level of customer care and satisfaction at all times The role will develop to be responsible for leading a team of approx 15 colleagues, across seniors and CSRs, ensuring all service delivery targets are being met and exceeded, wherever possible
Team Leaders are an integral part of the management team, adding true value to the business

Key Accountabilities:

Safety

To ensure that all activity compiles with Health & Safety policies

People

To ensure company policies and practises are followed and delivered consistently
To coach, motivate to ensure people performance is optimised
To support and provide guidance to all direct reports
Conduct monthly, documented 1-1s and assess their 1-1 meetings with their teams
Conduct yearly appraisals for team leaders and support them to carry out their own team appraisals
Manage all sick calls the helpdesk and update the relevant systems and team members
Attendance management, including welfare visits and return to work interviews for all Service Desk colleagues
Recruitment of new colleague’s process from - Advertising position, Reviewing CV’s Selection of candidates, Arranging of 1-1 interviews Once selection is made liaise with Services trainer and arrange inductions
Carry out Performance management – performance improvement planning, disciplinary, investigation and conduct meetings
Management of holiday requests and planned absence to ensure that Services Desk has adequate cover in place over all shifts (24/7)
Identify any training needs in the Service Team Leaders and across the desk

Excellence

Champion customer service ‘think like a retailer’ and motivate teams to encourage positive attitude
Follow and promote City values across the team

Service

Support the Helpdesk Manager to achieve set targets across all Helpdesk function
Spot check and help manage the Mercury job monitors, holding team accountable where needed
Ensure the teams ways of working are up to standard ‘think like a retailer’
Point of contact for all CSR process questions and escalations
Step up and cover the managers role when required (annual leave or during absence)
Be multi skilled in knowledge across all service desk functions – Helpdesk, OSS, Asset & PPM
Collate data reports for field management, City colleagues & senior management teams Represent Helpdesk at internal and external meetings
Ensure stakeholder engagement with City and M&S
Implement procedural changes, ensuring all colleagues understand and are following process
To represent the company in a professional and competent manner at all times
Represent Helpdesk in internal and external meetings
To visibly demonstrate enthusiasm and positive behaviour
Have a detailed understanding on the Team Leader roles as well as CSR role so they can step in and help in any situation
Highly skilled using all aspects of the Mercury system – Mercury Superuser
Implement procedural changes, ensuring all colleagues are singed off and understand
Mange Helpdesk procedural library ensuring it is up to date and relevant at all times
Continuous improvement – looks of ways to improve processes and ways to make the day to day running of the helpdesk better
Reward and recognise good performance

Integrity

Comply with any other reasonable request or instruction from other Department/CFM Line Manager

People Responsibilities:

The Helpdesk Team leader is responsible for managing the seniors and CSRs to achieve key targets and support the Helpdesk as the business grows, the team size may increase accordingly

Knowledge, Skills and Abilities:

Educated to GCSE / Standard Grade level as a minimum, ideally NVQ Level 3 or above (Customer Service / Administration
A working knowledge of Helpdesk functions within the FM industry is beneficial
Previous experience of effectively leading a team is essential
Strong PC literacy, with experience in extracting, collating and presenting performance data
Strong communication skills, both written and verbal
Strong results focus, takes accountability for own performance and that of the team
Effective problem-solving and decision-making

Behaviours:

Safety – we keep our people and customers safe every day

Do the right thing and work in the City way, the safe way
Keep our people and customers safe everyday

People – we put our people first, treat each other with respect and work as a team

Consistently give and receive feedback, be willing to challenge
Be constructive and supportive to help coach and build successful teams
Be clear, concise, timely and accurate in communication
Treats others with respect and embraces cultural differences
Celebrates success instilling confidence in others

Excellence – we make a difference and go the extra mile

Instils confidence in team to make decisions for themselves, ensuring clear accountability form themselves and their team
Judges situations, considers how they can deliver excellence
Takes accountability for their own tasks

Service – we’re passionate about delivering exceptional customer service

Ensure efficiency and right time approach
Seeks, gives and values regular feedback from the customer
Considers impact on ALL customers in decision making
Delivers exceptional customer service

Integrity – we always act with integrity, honesty, openness and trust

Transparency with all costs, spending only on activities that will add value to our customers
Trust each other to do things right the first time
Ask yourself is it right for us and our customer

Apply Now

Refine Your Search

helpdesk team leader jobs in partick, glg

Helpdesk Team Leader (Backshift) - Glasgow Head Office

Helpdesk Supervisor - Glasgow Head Office

Helpdesk Coordinator

Helpdesk Coordinator - Night Shifts

Procurement & Administration Coordinator

Digital Customer Support Apprentice

Lead IT Security Engineer

Mobile Electrician

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