Helpdesk and Admin Team Leader in London

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.

About The Role:

Days of Working: Monday - Friday 8am - 5pm. OCS are proudly delivering TFM services to the iconic Southbank Centre - the largest arts centre in the UK, and the beating heart of London’s cultural life since 1951. The Southbank Centre hosts thousands of events and workshops each year and is a hub of creativity and diversity. We are recruiting for a Helpdesk and Admin Team Leader to join our team. This role will be responsible for logging reactive work requests for engineering and cleaning related tasks and issuing planned maintenance works for all Southbank Centre locations. We are seeking an experienced and proactive Help Desk Manager to oversee our help desk operations and ensure efficient communication across various channels. This role is crucial in supporting our help desk team and fostering a high-performance environment while ensuring compliance with organizational standards.

Working 8am to 5pm Monday to Friday based at the Southbank Centre London. The Helpdesk will be operational 7 days a week, requiring oversight of the shift plan. The candidate will work closely with the team to drive excellence, using their extensive knowledge and facilities experience, whilst achieving our operational and contractual obligations, ensuring excellent service delivery and mitigating risk to OCS.

Responsibilities:

• Lead effective communication with the Helpdesk team via phone, emails, radio calls, etc.
• Log reactive tasks on the CAFM system.
• Assist the Helpdesk team in allocating work sheets for engineers, cleaners, and sub-contractors.
• Update the CAFM system as appropriate when relevant information is received.
• Ensure parts for future works are ordered and processed as necessary.
• Arrange quotes for works and/or parts as required.
• Monitor all tasks raised through the Helpdesk until resolution, ensuring they are assigned to the correct profession and prioritised correctly.
• Produce regular reports demonstrating Helpdesk performance, identifying and mitigating any shortfalls.
• Ensure completed work sheets are appropriately filed.
• Ensure updated staff rotas, identifying requirements for shift cover during annual leave, sickness absence, and other leave.
• Complete inter-departmental cross-charge administration.
• Manage and triage the facilities inbox, prioritising responses and actions as necessary.
• Ensure the process for obtaining and delivering quotes is followed appropriately, and items are charged to the correct codes.
• Proactively plan the weekend Helpdesk operation.
• Cover for all Helpdesk and admin roles as required.
• Support the achievement of accreditations such as ISO.
• Ensure sub-contractor compliance.
• Step up to cover for the Operations Support Manager during absence.
• Ensure compliance with operational KPIs and SLAs, delivering industry best practices and statutory obligations.
• Foster a one-team culture across maintenance, cleaning, and Helpdesk, promoting collaboration and commitment to excellence.

Skills and Experience required:

• Clear understanding of the basic principles of M&E systems and soft services.
• Membership of relevant professional bodies is desirable.
• Proven track record of developing and implementing strategies to increase efficiency and effectiveness.
• Strong planning and time management skills.

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.