Helpdesk Manager in Glasgow

Glasgow Full-Time No working from home possible

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Working hours: Monday to Friday, 8:00am–4:30pm.

As part of your role, your key responsibilities will include, but are not limited to:

Manage and support colleagues on the helpdesk to achieve set daily targets.
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.
Out of hours contract support planning and coordination for 24/7 desk.
Lead on all recruitment within the team along with managing any disciplinary or grievance issues.
SOP’s and training matrix for the helpdesk.
Act as a key point of contact for customers, management and sub-contractors.
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.

What are we looking for?

Applicants must have the right to work in the UK
The responsibility allowance is included for on-call cover.
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.
Essential that candidate has experience in helpdesk management in a fast-paced facilities management environment.
CAFM system experience in systems such as Concept
Meticulous eye for detail
Capable of operating in a pressurized fast-paced environment
Calm and methodical approach.
Experience in leading change and driving change awareness within a complex and geographically dispersed organisation.
Excellent communication skills including presentation and written report writing.
A self-motivated person who is target driven and possesses the ability to work on their own initiative.
Excellent communication and interpersonal skills.

About The Company:

OCS UK & Ireland is a leading facilities management company with 50,000+ colleagues and a turnover in excess of £2bn. We deliver innovative, award-winning services within facilities management, hard services, cleaning, security and catering.

Our mission is to make people and places the best they can be for our colleagues, customers and the communities we serve. Our commitment to doing business the right way is rooted in our TRUE values - Trust, Respect, Unity, and Empowerment.

Why Work for OCS?

✅Award-Winning Employer: Ranked 36th on Glassdoor’s Best Companies to Work For 2025 — we value and motivate our people.

🚀Digital Learning: The OCS Academy offers digital courses and resources to help you build skills and grow your career.

🙂 Retail Perks With our Hapi app, you can gain access to exclusive discounts, rewards and wellbeing resources.

📝Professional Growth: 600+ live learners across UK&I — Empowering colleagues with further development and qualifications!

💰Flexible Pay: Access a portion of earned wages before payday with our Wagestream App! (Contract Specific)

How to Apply:

If you are interested in joining a business that encourages professional development, career progression and the chance to work with inspirational people then please click apply and register your interest! You can also sign up to our job alerts when registering which will notify you when other suitable vacancies are available.

We are an equal opportunities employer and rely on a diverse workforce with a broad range of knowledge, skills, and backgrounds to deliver our goals. We offer an inclusive and welcoming environment and actively encourage applications from all individuals regardless of race, gender, nationality, religion, sexual orientation, disability, or age.