Job Description:

Job Title: Helpdesk Manager

Location: Glasgow Head Office (Hybrid: 4 Office / 1 WFH)

Contract Type: Permanent

Working Hours: 37.5 Hours Per Week (Flexibility is required to support a 24/7 service operation, including escalation and business continuity requirements.)

Salary: £49,294.15 Total Package + Great Company Benefits (outlined below!)

An exciting opportunity has emerged for an experience Helpdesk Manager to join City, working with one of our major UK supermarket customers.

This is a key position, leading the Helpdesk Supervisors, Team Leaders and service colleagues who act as ambassadors for our business.

The Helpdesk Manager will lead the team to provide excellent customer care, achieve agreed KPIs and SLAs and maintain effective resource planning and operational controls.

The role plays a pivotal part in setting the culture and standards across the City Helpdesk / Service Desk and our client partnerships.

Key Responsibilities:

• To lead the Helpdesk Supervisors and Team Leaders to achieve contractual KPIs, SLAs, quality standards and customer outcomes across the 24/7 operation.
• To produce accurate management information on demand, response, resolution, quality, productivity and customer satisfaction.
• To maintain a strong working knowledge of FM Helpdesk operations, including work orders, incidents, planned and reactive maintenance, compliance and job lifecycle controls.
• To ensure Helpdesk activities comply with Health & Safety requirements and that risks, incidents and near misses are reported and acted upon.
• To role-model City values and work collaboratively across functions and partnerships.

People Responsibilities:

The role manages the Helpdesk Supervisors and Team Leaders and has overall leadership responsibility for the wider Helpdesk team. The team size and structure may change in line with business and client requirements.

• Lead, support and develop Helpdesk Supervisors and Team Leaders.
• Ensure objectives, one-to-ones, My Journey conversations and development plans are completed to the required standard.
• Ensure colleagues are trained, competent and validated for their roles, systems and client requirements.
• Build management capability through coaching, feedback, succession planning and clear accountability.
• Maintain fair, inclusive and effective communication and engagement across all shifts and working patterns.

Financial Responsibilities:

The role is accountable for effective Helpdesk resource and cost management, including budget setting, forecasting, variance management, direct labour, overtime, temporary labour, training and relevant operating expenditure. The role will operate within approved budgets, explain variances, identify efficiencies and follow City financial controls and approval limits without compromising safety, compliance, service quality or contractual requirements.

Qualifications / Experience:
Essential

• Substantial experience of leading a high-volume, multi-client Helpdesk, Service Desk, contact centre or similar operational service, ideally within facilities management or a contracted service environment.
• Experience of leading managers and large operational teams across extended or 24/7 service hours.
• A strong working knowledge of KPI and SLA management, workforce planning, quality assurance, incident escalation, end-to-end job control and continuous improvement.
• Experience of using management information, trend analysis, root-cause analysis and customer insight to improve performance and prevent recurring demand.
• Demonstrable experience of influencing performance across teams and suppliers outside the role’s direct line-management responsibility, using evidence, governance and escalation to deliver agreed outcomes.
• Strong customer and stakeholder management skills, with the confidence to present performance and agree corrective actions with senior stakeholders.
• A sound working knowledge of people management processes, including performance, attendance, conduct, capability, recruitment and development.
• Strong digital skills, including Microsoft 365 and Helpdesk/service-management systems, with the ability to interpret and present data accurately. Along with experience of supporting automation, self-service and technology-enabled operational change.
• Effective decision-making, prioritisation, problem-solving and change-management skills in a fast-paced environment.

Desirable

• Experience of FM work order management, planned and reactive maintenance, mobilisation, contractor management and field-service integration would be advantageous.
• A recognised management, customer service or service-management qualification, or equivalent practical experience, would be advantageous.

What We Offer:  

At City, we take pride in supporting our colleagues with a fantastic range of exciting benefits designed to enhance both their professional and personal lives. From exclusive perks to valuable rewards, we’re committed to ensuring our team feels valued, motivated, and empowered. Our benefits include:

• 33 Days Holiday (Inc. Bank Holidays) 
• Private Pension 
• HealthShield Cashback Plan - Reclaim part of your dental/optical costs.  
• OneCity – Employee Discount Platform 
• Employee Value Awards up to the value of £250 
• Access to Costco Personal Membership Subscription 
• Mental and Physical Health Services (Wisdom, Thrive, SkinVision) 
• Electric Car Scheme (Criteria Applies) 
• First Bus Commuter Club – Discounted Bus Travel