HELPDESK MANAGER Do you have a strong customer focus? Do you enjoy working in a fast paced, highly reactive environment? Do you have experience in managing a Helpdesk? Looking for a new challenge? Role overview A new and exciting opportunity has arisen for a Helpdesk Manager to join our Glasgow based team at Alba Facilities Services. The role is a full time, permanent position reporting into the Commercial Director and the successful candidate will lead a team of 7. At Alba Facilities Services Ltd we deliver services to over three hundred locations, predominantly in Scotland for various customers within the commercial and public sectors via a team of mainly mobile engineers. From our head office in Glasgow, we provide 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. Doing business the right way is important to us and we believe our people are our number one asset. The Helpdesk Manager will manage the planning and organisation of all planned and reactive maintenance jobs, ensuring effective customer relationships are maintained with clients and the Alba team alike. You will have the opportunity to create and implement new processes as well as improve and maintain existing processes – experience of systems implementation would be a real advantage. Joining the team At Alba we recognise that people are our number one asset and employee wellbeing is important to us – our philosophy is that happy people outside of work make happy, productive people at work. That’s why we have introduced a 4 day working week – the successful candidate will receive a salary equivalent to working 5 days (40 hours) but only be required to work 4 days (34 hours) each week. As a Helpdesk Manager you will be joining a team of helpdesk co-ordinators, and a management team with vast experience in the industry. We invest in you for the long term, so ensure you reach your full potential and you will have the opportunity to own your career, finding solutions to real challenges that make a difference – all whilst working in a fast-paced environment that strives to deliver excellent customer service. Our package: Competitive salary from £34,000 - £42,000 (depending on experience) 4 day work week – core hours 34 hours per week (4 days from 8am – 5pm) Enhanced Company pension scheme Life assurance Company sick pay Private health care (after 6 months) Flexible working considered 33 days’ holiday, inc public holidays – pro-rated to 26.5 days based on 4DW Cycle to Work scheme Wellbeing programme and support via (email address removed) Your responsibilities The management of the helpdesk and all operations within to ensure effective and efficient operational delivery of service to both internal and external customers in line with client SLAs (both planned and reactive works) Continuous monitoring of the progress of works carried out until completion Liaising with internal and external customers and clients Manage any request and reported issues from the client and follow up to achieve resolution and client satisfaction Work closely with the wider team to continuously improve overall operations Mentoring and motivating the helpdesk support staff, providing training and guidance as required Your skills and attributes: Helpdesk Management experience (essential) Understanding of procedure development and implementation Systems implementation would be an advantage CAFM system experience essential (Joblogic would be advantageous) Excellent IT skills Proven people management and team management skills Excellent communication skills Highly organised and able to deliver in a fast paced environment Able to work under pressure Proven ability to solve problems and think laterally Ability to manage change For more information or for an informal chat, please contact Fiona McGeever on (phone number removed) Closing date 10th March 2025