Helpdesk Manager in London

Publicis Re:Sources is at the core of Publicis Groupe, the world's largest communications company. We are the only full-service, end-to-end shared service organisation in the industry, enabling Groupe agencies to do what they do best: innovate and transform for their clients. Formed in 1998 as a small team to service a few Publicis Groupe firms, Publicis Re:Sources has grown to 6,000+ employees in over 55 countries. We provide technology solutions and business services, including finance, accounting, legal, benefits, procurement, tax, real estate, treasury and risk management, information security, and global mobility — supporting 110,000+ employees across the Publicis Groupe network.

We are seeking a proactive, highly organised, and client-focused professional with a proven ability to thrive in a dynamic, high-pressure environment. The ideal candidate will possess exceptional problem-solving skills, a keen eye for detail, and a relentless commitment to delivering a "best in class" service experience.

• Helpdesk & Service Management Excellence: Serve as the primary point of contact (POC) for the Groupe helpdesk service tool, efficiently resolving user issues and ensuring high levels of client satisfaction. Proactively manage the Facilities Service Now ticket dashboard, ensuring timely allocation and resolution of reactive requests to consistently meet, exceed Service Level Agreements (SLAs). Routinely maintain and review the Helpdesk guide/manual, proactively adapting procedures to meet evolving business needs and optimize service delivery.
• Front-of-House & Access Control: Assist in the management of the TVC Publicis access control system, including the efficient issuance, deactivation of access passes, access passes for all pre-booked guests and proactively communicate updates on host availability, liaising with TVC Estate security, thus ensuring a professional and positive visitor experience.
• Event Support & Facilities Coordination: Coordinate and support the TVC setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision, which could be offsite or within other Groupe Buildings. Collaborate and provide essential support across various Facilities service lines as needed, demonstrating a flexible and team-oriented approach.
• Compliance & Adaptability: Ensure strict adherence to all health and safety policies, systems, and procedures to maintain a safe and compliant working environment. Demonstrate flexibility in shift patterns, work methods, and departmental support to ensure the smooth, continuous operation of all sites, acting as a committed advocate for Publicis. Arrange essential cover for team absences (e.g., sickness, holidays) across various London locations, often with short notice, to maintain operational continuity.
• Deliver Exceptional Client & User Resolution: Accountable for effective, client-centric resolution of all helpdesk issues, thus ensuring a high level of satisfaction and minimal operational disruption.
• Ensure Seamless Operational Planning & Service Reliability: Accountable for the meticulous planning, scheduling, and execution of facilities services (e.g., pitch setups, meeting room configurations, hospitality requests), proactively preventing conflicts and guaranteeing consistent adherence to all Service Level Agreements (SLAs).
• Cultivate a High-Performing Service Team: Accountable for the effective leadership of the helpdesk development and motivation of the helpdesk operation through the reception supervisor team.

Essential Experience & Qualifications:

• Minimum of 2 years dedicated experience in a corporate service helpdesk role, or a similar high-volume service delivery role and demonstrate proficiency with Microsoft Office (Outlook, Word, Excel), including advanced skills in calendar/meeting room booking systems.

Essential Skills & Competencies:

• Exceptional Problem-Solving: A proactive and innovative problem-solver, adept at quickly identifying and resolving complex issues with creative "outside-of-the-box" solutions.
• Resilience Under Pressure: Proven ability to remain calm, focused, and effective in a demanding, fast-paced environment.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication, capable of building rapport and managing expectations.
• Client-Centric Approach: A deeply customer-focused individual with a natural ability to anticipate and understand client and visitor needs.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail, ensuring precision in all tasks.
• Organisational Prowess: Strong organisational skills, with the ability to effectively manage multiple calendars and competing requests.

Personal Attributes:

• Proactive & Motivated: A highly motivated individual who takes initiative and drives personal and team learning.
• Flexible & Adaptable: Willingness and ability to work flexibly in accordance with business needs.
• Team Player: A collaborative individual who thrives in a team environment.
• Complaint Resolution & Diplomacy: Ability to handle complaints and challenging situations professionally and empathetically.

This is a full-time, in-office position, Monday to Friday, with working hours from 8am to 5pm. Our main office is at the iconic Television Centre (TVC) in White City, London, and the role will also involve travel to our other offices in London.

We are a Disability Confident Employer and are committed to providing a fair assessment process and are happy to discuss and explore reasonable adjustments during the hiring process. Publicis Groupe UK fosters an inclusive environment through our inspirational Employee Action Groups (EAGs). We have a comprehensive benefits offering, including Annual Leave (25 days plus 8 bank holidays), increasing after 5 years, by 1 day per additional service up to 30 days, Birthday Day Off, Flexible Bank Holidays, Reflection Days, and the opportunity to work anywhere in the world for up to 6 weeks a year.