Helpdesk/ Reception Manager

Publicis Groupe is one of the largest advertising agency holding companies in the world and a global leader in the fields of marketing, communications, and digital transformation. Publicis Re:Sources is the backbone of Publicis Groupe, providing agencies with the business solutions, technology platforms, and expertise they need to transform, innovate, and increase productivity.

The Facilities Helpdesk Lead plays a pivotal role in ensuring the seamless, efficient, and effective operation of the group’s facilities teams resources. This position is responsible for the comprehensive management of the group Helpdesk and all Reception functions, ensuring that all internal and external requests are resolved promptly and effectively. This role is dedicated to providing a world-class client experience to every stakeholder.

Who We’re Looking For:

We are seeking a proactive, highly organized, 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 Group's 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 and exceed Service Level Agreements (SLAs).
• Team Leadership & Operational Oversight: Provide effective line management, coaching, and performance oversight for all Resources Helpdesk and Reception staff. Maintain a thorough understanding of daily work schedules and rotas for all direct reports, optimizing team performance, coverage, and resource allocation.
• Front-of-House & Access Control: Assist in the management of the TVC Publicis access control system, including the efficient issuance and deactivation of access passes and liaising with Estate security. When performing reception duties, meticulously prepare access passes for all pre-booked guests and proactively communicate updates on host availability.
• Event Support & Facilities Coordination: Coordinate and support the setup and derigging of all meeting room requests, UK and global business development pitches, often under tight deadlines and with precision.
• 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.

Accountabilities:

• Deliver Exceptional Client & User Resolution: Accountable for the prompt, effective, and client-centric resolution of all helpdesk and reception-related issues.
• Ensure Seamless Operational Planning & Service Reliability: Accountable for the meticulous planning, scheduling, and execution of facilities services.
• Cultivate a High-Performing Service Team: Accountable for the effective leadership, development, and motivation of the reception and helpdesk operatives.

Qualifications:

• Service Excellence Background: A minimum of 2 years of recent, dedicated experience in a corporate service reception/helpdesk role.
• Operational Software Proficiency: Demonstrated proficiency with Microsoft Office Suite.
• Facilities Coordination: Experience managing complex schedules and resource allocation.

Essential Skills & Competencies:

• Exceptional Problem-Solving: A proactive and innovative problem-solver.
• Resilience Under Pressure: Proven ability to remain calm and focused in a demanding environment.
• Outstanding Communication & Interpersonal Skills: Excellent verbal and written communication.
• Client-Centric Approach: A deeply customer-focused individual.
• Meticulous Attention to Detail: A sharp eye for accuracy and detail.
• Organizational Prowess: Strong organizational skills.

Additional Information:

• Proactive & Motivated: A highly motivated individual who takes initiative.
• “Can-Do” Attitude: An enthusiastic and positive disposition.
• Flexible & Adaptable: Willingness to work flexibly in accordance with business needs.
• Team Player: A collaborative individual who thrives in a team environment.
• Professional Ambassador: Represents Publicis Resources with professionalism.
• Complaint Resolution & Diplomacy: Ability to handle complaints professionally.

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.

Benefits:

• Annual Leave (25 days plus 8 bank holidays), increasing after 5 years.
• Birthday Day Off that can be used in your birthday month.
• Flexible Bank Holidays.
• Reflection Days for time away from work.
• Work your World, after completion of one year.
• Help@Hand, our lifestyle and wellbeing app.
• Inclusive Policies to support you and your family.
• Local discounts, restaurants & retailers in Westfield White City.
• Onsite Café with complimentary breakfast and a subsidised lunch menu.