Facilities Helpdesk Supervisor

Posted 5 days ago by ALBA Facilities Services Ltd

G33, Baillieston, Glasgow City

Facilities Helpdesk Supervisor

A new and exciting opportunity has arisen for a Helpdesk Supervisor to join our Glasgow based team at Alba Facilities Services.  This is a full time, permanent position reporting to the Commercial Director.

At Alba we have introduced a 4 day work week; we work 4 days and are paid for 5!  No catch, we work reduced days and hours and are gifted our 5th day off based on the achievement of business output.  Because we have more time off, we are more rested and productive when at work.

Alba Facilities Services Ltd is a family owned, medium sized FM business delivering services to over 300 locations, primarily in Scotland for various customers within the commercial and public sectors via a team of mainly mobile engineers.  From our office in Glasgow, we provide commercial gas, mechanical, electrical and building fabric led services to our varied client base.  We work in a fast paced, highly reactive environment, where excellent customer service is key.  Operating with integrity and respect is important to us and we believe our people are our number one asset.

The Facilities Helpdesk Supervisor will manage a team of 6 to oversee the efficient running of a fast-paced, high volume facilities helpdesk.  The Supervisor will have responsibility for the effective planning and organisation of all planned and reactive maintenance jobs, ensuring positive customer relationships are maintained with clients and the Alba team alike.

What will you do?

  • Provide leadership and direction to the helpdesk team to ensure effective and efficient operational delivery of service to both internal and external customers in line with client SLAs
  • Monitor and report on helpdesk performance metrics, identifying and implementing areas for improvement
  • Ensure the helpdesk team is adequately trained and equipped to handle all client queries efficiently
  • Manage team performance to achieve their KPIs and customer SLAs
  • Drive a proactive approach to planning ensuring jobs are planned well in advance taking engineer skill and location into account
  • Ensure planning makes the most efficient use of resource
  • Ensure client portals are up to date with accurate, timely information
  • Manage key customers to ensure all SLAs are met
  • Build strong, collaborative working relationships with the wider team to continuously improve overall operations
  • Embrace the concept of service excellence and continuous improvement

What skills will you have?

  • Proven experience in a Helpdesk Supervisor role, preferably in the facilities management sector
  • Demonstrable and proven people management skills with people management experience
  • CAFM experience (JobLogic advantageous)
  • Strong customer service orientation with exceptional communication skills
  • Ability to work under pressure and handle multiple priorities
  • Ability to use lateral thinking skills in a fast changing environment
  • Strong IT skills
  • Ability to use / interrogate data to review and monitor performance
  • Highly planned and organised and able to deliver in a fast paced environment
  • Excellent communicator at all levels
  • Approachable with the ability to build key relationships to support great customer service
  • Ability to work autonomously and as part of a team

What’s in it for you?

  • Competitive salary
  • Eligibility to opt in to the 4 Day Week (work 4 days, paid for 5: pro-rated for part time workers)
  • Company pension scheme
  • Company sick pay
  • Life assurance
  • 33 days’ holiday (FTE, incl public holidays)
  • Cycle to work scheme
  • Flexible working considered

For more information or for an informal chat, please contact Fiona McGeever on (phone number removed).

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